Company Overview :
Carbonite provides a complete Data Protection Platform for businesses and the IT professionals who serve them. From backup and disaster recovery to data migration, high availability and endpoint protection, our flexible solutions can be tailored to meet the data protection needs of any business.
Carbonite solutions are strengthened by our outstanding team members and through strategic acquisitions like our purchase of leading endpoint protection provider Mozy Inc.
and high availability specialist DoubleTake Software. Our laser focus on security and our track record of meeting customers' unique requirements are two more reasons why businesses around the globe depend on Carbonite.
Carbonite is made up of over 1,000 smart and dedicated individuals who work at locations all over the world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit.
With our robust Data Protection Platform, we are well-positioned in a rapidly growing market. We're currently looking for talented people to join the Carbonite team both in the U.
S. and globally. Are you ready to grow with us?
The Role : As a Technical Support Representative, you will be tasked with responding to incoming customer support requests, which will be provided via inbound calls, chats, or e-
mail. You will assist with any technical and non-technical needs to our Carbonite customers, be it in resolving software conflicts or account related inquiries.
You will have a regular active case load and be expected to maintain a high level of customer satisfaction.
Successful completion of Mozy and Carbonite Endpoint training
Learn and execute documented processes to assist in issue resolution
Learn and demonstrate ability to execute Carbonite Endpoint software troubleshooting steps
Detect and overcome preexisting customer frustration
Demonstrate proficiency with all support tools (including Salesforce CRM and knowledgebase expertise)
Learn and demonstrate ability to successfully execute sales techniques such as upselling, cross-selling and lead generation
Other duties as assigned
Support company and partner's enterprise cloud-based data backup and recovery offerings by working with our customers or their 3rd party technical resources
Seek successful resolution of customer technical inquiries received through multiple communication channels (phone, email, chat), with proper interaction documentation within our CRM
Successfully use appropriate resources to find the right answers to customer issues, ensuring minimal variation in how we solve common issues
Engage with our content team to create new KB articles or update existing ones to ensure accuracy
Escalate cases to senior resources and follow documented escalation procedures
Continued Sales excellence (upselling, cross-selling, lead generation)
Collaborate with internal resources to improve processes
Constant pursuit of technical education, proficiency and excellence including company funded Microsoft Certifications
Other duties as assigned
Key Challenges to Overcome :
In order to succeed, the candidate will need to demonstrate the ability to learn new processes in both endpoint and server-
based products as they are presented. Vital to this role is maintaining a positive attitude in all interactions and ensuring customer issues are fully resolved.
A successful agent will be able be at work on time, manage the various daily duties with a smile and is comfortable working in a dynamic environment.
Success at Carbonite is transparent as comprehensive metrics measure daily performance.