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Sales Support Rep

Location: Redwood City, CA, USA

Notice

This position is no longer open.

Job Number: 25930

Position Title: Sales Support Rep

External Description:

The Customer Liaison Representative, reporting to the Associate Director for WW Renewal Operations, is responsible for dealing with all non-technical issues that are raised by customers to GCS (Global Customer Support). The goal is to ensure that all such issues are resolved through provision of world-class service to the highest levels of customer satisfaction. The role necessitates teamwork and close cooperation with Customer Liaison colleagues, technical colleagues, maintenance renewal sales, other departments and GCS Managers. 

*Primary Responsibility:

Customer Administration:

  • Validation and maintenance of customer account, project, agreement and contact information in SFDC (SalesForce), GCS’s service request management system
  • Validation and handling of unrecognized customer communications
  • Adding users to, and maintaining WebSupport access
  • Validating customers requesting License keys as required
  • Validating customers making shipping requests
  • Welcoming new Informatica customers via established Welcome to Informatica process

General:

  • Handling of overflow telephone calls
    • Taking live calls and owning or dispatching service requests as required
    • Monitoring of GCS voicemail boxes and owning or dispatching cases as required

Dispatching should be done using SFDC assignment manager

  • Testing of incoming support lines
  • Occasional translation tasks
  • Other administration tasks as directed by GCS management
  • Respect and adhere to customer and internal Company rules and disclosures at all times

Requirements:

  • Experience in a customer facing role for 1-2 years
  • Excellent verbal and written communication skills at all levels – in particular in a client/supplier role
  • Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations
  • Fluency in English.  Must be fluent in both written and verbal disciplines
  • Time Management, especially the ability to ensure actions are followed-up in a timely manner
  • Attention to detail
  • Awareness of dealing with customer sensitive data
  • Confidentiality and discretion
  • Ability to work with minimum supervision
  • Drive for improvement of services offered to customers
  • Ability to deal with difficult customer situations
  • Ownership of customer issues, focusing on providing them with the most advantageous solutions
  • Use of initiative – anticipating requirements and pro-actively seeking ways to add value for customers
  • Persistency is delivering results, driving the necessary parties to push a solution through
  • Constructively work together as a team, sharing ideas and resources
  • Passion about delivering high quality service to customers, with focus on continuous improvement

 

City: Redwood City

State:

Seniority Level: Associate

Alternative Location(s) :

Community / Marketing Title: Sales Support Rep

Remote LinkedIn Hashtag:

LinkedIN Hashtag:

Company Profile:

EEO Employer Verbiage:

At Informatica we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity and respect. All qualified applicants will receive consideration for employment without regard to race, color, gender, sex, sexual orientation, marital status, religion, age, disability, gender identity, veteran status or any other characteristic protected by applicable law and Informatica policy.

Travel Requirement: Limited

Location_formattedLocationLong: Redwood City, California US

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