Intern - Customer Support - Specialist in Heredia

Intern - Customer Support - Specialist
VMware, Inc.
Heredia Costa Rica

Job Details

Updated on 2019-05-20
Job ID R189052

VMware recognizes that today’s students are tomorrow’s trailblazers and we value the opportunity to benefit from your fresh perspective. If you thrive in an open, innovative, technology-driven culture, VMware could be the place for you! You will be exposed to a wide range of software platform technologies that are utilized by customers all over the world.

VMware is a global leader in cloud infrastructure and business mobility. VMware accelerates customers’ digital transformation journey by enabling enterprises to master a software-defined approach to business and IT. With VMware solutions, organizations are building extraordinary experiences by mobilizing everything. Our customers are responding faster to opportunities with modern data and apps hosted across hybrid clouds, and safeguarding customer trust with a defense-in-depth approach to cybersecurity.

At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Do you dare to do the stuff you’ve always dreamed about? Dare to explore at

VMware offers cutting-edge cloud infrastructure and security services to companies of all shapes and sizes. Our world is all about technology, and that world is growing because the imagination, ingenuity and talent of our teams knows no bounds. We believe that creativity sparks innovation and inspires our employees to think of VMware differently and change the world around them.

Job Role and Responsibilities:

The Customer Support Specialist directly supports the entire suite of VMware products for global customers and works closely with Management and Service Delivery Technical teams to ensure that VMware provides exemplary customer service. Each specialist will ensure each customer contact will be a friendly, professional and encouraging experience to accurately address the needs of the customer. The Specialist also provides exemplary My VMware account support directly as well as collaborating with Internal VMware departments globally.

Main Responsibilities/Duties

  • Provide customer assistance and support primarily via phone, email for technical and customer account queries/issues.
  • Communicate effectively in a clear and concise manner.
  • Assist customers in sourcing self-service options on VMware’s support website
  • Enter & Maintain accurate issue description and detailed updates within our CRM system.
  • Update and Respond timely to customer inquiries, primarily via email and telephone to our expected critical metrics. Focus efforts to meet or exceed defined performance criteria.
  • Build knowledge base content for internal and external use.
  • Enter accurate detailed information into the VMware ticketing system
  • Work directly with our Technical Support Engineers, Quality Analysts and Sales staff to resolve customer issues.
  • Also work with staff in Customer Support Account specialists’ teams and other Internal Business support teams to resolve problems
  • Review reports, logs to ensure any issues are logged, tracked and resolved in a timely manner
  • Work with other groups (example Sales Support, IT) as required to ensure continued maintenance of accurate customer and contact information.
  • Resolve any customer account issues through diligent research, reproduction, and troubleshooting where required.

Required Skills

  • Pursuing a BA/BS degree in Bachelor’s degree in Computer Science, Engineering or related field.
  • Superb attention to detail
  • Excellent verbal and written communication skills in English.
  • Self starter
  • Ability to maintain a positive attitude in a dynamic work environment
  • Dependable time management skills.
  • Positive and constructive attitude, comfortable facing new challenges and application technologies.
  • Proficiency with Windows applications such as MS-Word, MS-Excel.
  • Ability to demonstrate genuine compassion and empathy for customers' issues and problems

Preferred Skills:

  • Brazilian Portuguese is a plus
  • MS Excel, Access, Oracle or related systems and tools skills
  • Experience with is a plus
  • Real passion for learning new technology
  • Enterprise level experience and comfortable with executive-level management interaction
  • Good social skills
  • Fascination with information technology and its use in business.

Intern - Customer Support - Specialist
VMware, Inc.
Heredia Costa Rica