Why will you enjoy this new opportunity?

You are excited about gaining valuable experience with a leading edge SaaS business. You want to develop your experience with business applications and have a natural ability to pick up new skills.

Happy customers are the foundation for a successful business. The Technical Support organization touches the widest population of customers as those customers reach out to the organization for assistance with the CloudHealth platform. With each contact, information is gathered that has the potential to help the business grow and improve. Ensuring our data is correctly captured and shared will enable Technical Support to share insights into customer experiences that will promote continuous improvement in both the application and the service we provide.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

Your responsibilities will include, but are not limited to, the following:

• Data Hygiene - Zendesk / SalesForce
  • Validate active org portal IDs align with SF Master List of customers
  • Add At_Risk notes to Zendesk accounts
  • Add weekly meetings to Special Handling Notes
  • User admin
    • Add users
    • Cleanup deleted users
  • Tickets with null orgs
  • Cleanup churned customer tickets
• Schedule updates
  • Update current schedule to show who's in, who's out for a given day, send out to team
• Reporting
  • CSAT / NPS
    • Add detail to Support NPS feedback tracker
• Document Hygiene
  • Keep documents organized on Teams
• Meetings
  • Minutes and Actions

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager for this role is Maria Gabaldon-Smith, Global Director of Technical Support for CloudHealth, a VMWare solution that helps customers manage and optimize their public cloud spend. Maria joined CloudHealth / VMWare in March 2021 and drives a customer-centric, data-driven approach to Customer Support. While many believe that Customer Support is a reactive-only service, Maria believes in promoting a proactive support culture by providing feedback and insights to her business partners in CloudHealth / VMWare.

The CloudHealth Technical Support team is a global organization. The main centers of operation are in Boston Massachusetts USA, Bangalore India and Sydney Australia. Staff are located near these centers, but are equipped and enabled to work remotely as well. The team managers foster collaboration and supportive culture where every team member feels comfortable reaching out to teammates around the globe with questions or to offer assistance.

Where is this role located?

Remote: This role is fully remote, allowing you the flexibility to work from the location you feel most productive and comfortable. You will be expected to live within 0-4 time zones of the primary location.

This job may require the candidate to comply with travel restrictions and/or work from a facility that requires full vaccination prior to entry. Further, depending on various factors, including legal challenges to the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, VMware may require employees to be fully vaccinated effective January 18, 2022.

Category : University and Recent Grads
Subcategory: Internships
Experience: Internship
Full Time/ Part Time: Full Time
Posted Date: 2022-01-10

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.