CustomerSupportGeneralist(Germanspeaker)

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands. About the Role The Customer Support Generalist will handle customer requests submitted via the Customer Portal in alignment with the company's values and goals. They are responsible for timely triage of General Inquiry cases and Licensing cases which involves setting customer expectations, checking for understanding with customers, referral of the request to the correct department, and follow-up to ensure customer satisfaction. This task is handled by data entry and auditing information received internally or externally and is completed through our Customer Relationship Management (CRM) software, Salesforce. What You’ll Do Pursue good relationships with other departments to ensure effective communication and timely resolution of issues. Oversees queue of General Inquiry and Licensing cases in Salesforce. Identify customer needs via email or phone. Knowledge of proper referral workflow. Ensure requests referred to other teams are handled in timely manner, escalating where necessary. Audit and Update CRM records pertaining to customers and accounts where needed. Update manager on Sales Team records that need audited. Communicate with Technical team where necessary for referrals. Communicate with Sales and Renewals to ensure timely handling of Refer to Sales requests. Has working knowledge of internal policies and procedures, depar