Customer Support Generalist

Responsibilities

• Oversee the queue of General Inquiry and Licensing cases within Salesforce
• Identify customer needs via email or phone and ensure proper referral workflows
• Triage requests to the correct departments and follow up to ensure timely resolution
• Audit and update CRM records pertaining to customers and accounts
• Communicate effectively with Technical, Sales, and Renewals teams to manage escalations and referrals
• Maintain accurate data entry and reporting in accordance with internal policies and procedures

Requirements

• Previous experience in B2B technical support for high-tech products or services
• Knowledge of the virtualization industry (VMware vSphere, Microsoft Hyper-V)
• Proficiency in MS Office automation tools (Excel, Outlook, etc.)
• Technical familiarity with Windows OS, PowerShell, and Linux
• Practical understanding of TCP/IP networking
• Familiarity with databases such as SQL or Oracle
• Experience using Salesforce, Jira, and Confluence

Preferred Qualifications

• Knowledge of Veeam products, such as Veeam Backup & Replication
• Familiarity with Microsoft Exchange Server
• Ability to explain complex technical information to users with varying IT backgrounds
• Strong negotiation and active-listening skills

Benefits

• 21 annual vacation days plus additional days based on tenure and 4 extra "VeeaMe Days"
• Private health, dental, and vision insurance for employees and dependents
• Monthly lifestyle and daily meal benefits via Edenred and a flexible cafeteria platform
• Life, critical illness, and disability insurance coverage
• Access to learning platforms like LinkedIn Learning, O’Reilly, and Bookster

About the Company

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient. As a market leader in data resilience and security posture management, Veeam protects over 550,000 customers worldwide.