Overview:**A career in tech. Work with the biggest and best names in technology.**We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it's the reason we've grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.**Responsibilities**:The Sales Support & Customer Care (SSCC) team is a unified group that supports Micro Focus sales operations, entitlements, post-sales and Customer Success. As a member of the SSCC team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other's goals. Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.**This role will**:- Accept, prioritize, analyze, and close all assigned client requests, exceeding quality and timeline expectations.- Ensure detailed update tracking for incidents, including all communication, by documenting all troubleshooting and resolution steps.- Follow ticket management best practices, including prompt assignment, management, and updating, to meet or exceed required service level.- Collaborate with other team members to provide high quality support, reliable information, and quick resolution of client requests, adhering to all internal and client policies and procedures.- Prepare data and reports as requested.- Serve as a back-up for colleagues as needed, ensuring progress on cases.- Monitor queue as requested and ensure service level agreements are met.Qualifications:**Sales Support & Customer Care is a good fit for you if**:- You're customer-obsessed, take the initiative, and exceed expectations.- You have a passion for IT solutions & service.- You're proficient in both written and spoken English (being bilingual is preferred).- You have excellent communication and negotiation skills.- You're self-motivated and accountable for meeting your obligations.- You're good at maintaining positive working relationships.- You have experience in multicultural environments.**In this role**:- 1 -2 years of experience in customer service or support preferred, with demonstrated understanding of customer service environment and solutions.- Proficiency in both written and spoken English required. - Higher-level education preferred.- Proficiency in MS Office required.- Familiarity with IT and/or customer support hardware/ software/ operating systems/ cloud computing required.- Customer obsession, initiative, and drive to exceed expectations required.- Creativity, adaptability, and strong problem-solving skills required.- Ability to work independently but know when to collaborate required.
