Veritas Hiring for Customer Advocate (Escalation Manager) at Pune, India Full Time

About VERITAS

Veritas Technologies solves what no one else can. As the leader in secure multi-cloud data management, over 80,000 customers – including 91% of the Fortune 100 – rely on Veritas to help ensure the protection, recoverability, and compliance of their data.

Veritas has a reputation for reliability at scale, which delivers the resilience its customers need against the disruptions threatened by cyberattacks, like ransomware. No other vendor is able to match Veritas’ ability to execute, with support for 800+ data sources, 100+ operating systems, 1,400+ storage targets and 60+ clouds through a single, unified approach. Powered by Cloud Scale Technology, Veritas is delivering today on its strategy for Autonomous Data Management that reduces operational overhead while delivering greater value. Learn more at Veritas.com .

Veritas’ Customer Success Organization is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. The team includes Customer Success Management, Business Critical Services, Global Customer Support, Global Technical Enablement, and Licensing Services.

About VERITAS

Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability , protection , and insights . Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end – keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.

Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.

Veritas Customer Success is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.

Job Summary

This position is responsible to drive escalation intake, utilizing escalation process and methodologies to bring order, structure and with focused management attention to customer situations, which could result in high-level customer dissatisfaction and/or damage to the Veritas brand and reputation.

The Customer Advocate (CA) responds to escalated situations from customers and internal stakeholders. The Customer Advocate oversees escalation phone and email queues, responding to escalation situations. The CA triages and coordinates the initial Veritas response, gathering information, enlisting the assistance of the appropriate parties, and providing provisional oversight.

Essential Duties and Responsibilities (included but not limited to)

• Acts as the initial point of contact and performs Triage for all new escalation requests.
• Qualifies, prioritizes, assesses impact and performs assignment of all escalations.
• Ensures attainment of service level agreements in partnership with Support Delivery and other internal stakeholders.
• Provides guidance & direction to engagements that may require deviation from the standard process.
• Provides provisional case oversight & management to ensure case progression & customer satisfaction.
• Basic understanding of all Veritas support, engineering, and related processes – who to go to and when to go to them.
• Maintain all reporting and dashboards.
• This role is aligned to the EMEA-hours shift (13:00-22:00 IST), with staggered working weeks to ensure weekend coverage by the team, and rotating on-call cover.

Qualifications

• Minimum of 3 years’ experience in customer support & service
• Bachelor’s Degree, applicable certification or equivalent experience required
• Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively
• Crisis management skills: able to set priorities, multitask multiple workstreams, accurately reflect current state and drive towards desired state
• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Client focus and ownership, use of own initiative and a proactive approach to work
• Ability to facilitate conversations with large groups of remote people
• Ability to maintain calm during stressful situations
• Ability to translate technical incidents into business terms
• Understands a customer’s technical issue and can assess business impact and articulate and communicate it across multiple groups including executive management
• Prior Experience in an Enterprise Software Support organization in the capacity of Escalation Management, Customer Advocacy or Incident management is highly desirable
• Basic proficiency in Microsoft Office Applications

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! Interested? Then apply and find out more about #TeamVTAS!

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that’s OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVeritas!

Why Join Us? (https://www.veritas.com/company/careers/why-join-us)

Working at Veritas

At Veritas, you will enjoy an open, flexible, and supportive environment which lets you bring your ideas to life. Our commitment to development and diversity sparks innovation.

If impact, innovation and a winning culture are important to you, consider a career at Veritas.

We Embrace Diversity

Diversity in thought, perspective, experience and life is a vital part of our culture. It is this culture, that allows us to innovate, solve problems and succeed.

Veritas is an equal opportunity employer

Veritas is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance (FCO), we will also consider for employment qualified individuals with arrest and conviction records.

EEO is the Law. Applicants and employees of Veritas Technologies LLC are protected under Federal law from discrimination. Click here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) to find out more.

Veritas will respond to requests for reasonable accommodations to assist you in applying for positions at Veritas, or to submit a resume. If you need to request an accommodation, please contact our HR VHelp Portal (https://veritas.service-now.com/hrp) .

Veritas is an equal opportunity employer Veritas is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance (FCO), we will also consider for employment qualified individuals with arrest and conviction records.