Customer Service Advocate II

Mexico City

Hungry, Humble, Honest, with heart!

 

 

 The Opportunity

 

The CSA Worldwide Support team is composed of approximately 8 individuals across the globe strategically placed to support our clients at Nutanix.

 

Our goal is to continue driving an excellent support model for our CSA teams while driving productivity through continuous improvement in processes and responsibilities managed by our team. We’re looking for an individual who will share our vision!

 

CSA at Nutanix

 

The CSA is a global team that provides support to the Americas and the rest of the world at Bangalore.

AMERICAS CSA/Licensing Support Team is a hybrid team with the team working in San Jose, CA and Mexico City, Mexico. Our team is a tight knit group, we meet daily to go through our cases & issues where you may need assistance. You will always feel connected to the team whether you are working from home or working from office. We are in the office every Wednesday and Thursday of the month to collaborate, catch up and socialize with our Amazing Support folks!

 

 

Your role

• Handle all process and systems related support requests (Licensing requests, Support Portal issues etc.)
• Define and drive changes to our systems and processes working with support management, given feedback from customers and field implementations.
• Develop and contribute to internal and external knowledge bases.
• Serve as liaison between Technical Support team, Management, and customer to improve customer service and business productivity.
• Be a champion for our customers. Go above and beyond to support their business and use of the Nutanix product to ensure that we have highly satisfied customers.

 

What you’ll bring:

• Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
• The passion & ability to adapt to a fast-paced environment, learning new things, while never being satisfied with the status quo.
• Highly organized, process and detail oriented.
• Experience in developing and implementing process improvements.
• Prior experience with CRM tools. Salesforce preferred.
• Proficiency with Excel and PowerPoint.
• Be self-driven with a willingness to work in a fast-growing company with huge potential.

 

Qualifications and Experience:

• 2+ years of experience in customer-facing positions
• Prior experience supporting a Support organization a plus.
• Familiar with or Industry knowledge of virtualization, networking, Linux, and storage technologies.
• Willing to learn the basics of Nutanix technology and its processes.

 

As a plus:

Certifications.

Degree in STEM.

 

Meet the hiring manager and CSA/Licensing Global Support Manager for Americas, Hussain Abedin (https://www.linkedin.com/in/hussainul-abedin-5a263937/)

I Joined Nutanix in April 2018 as a System Reliability Engineer. My goal was to move into a management position where I can utilize my people management skill. In Nov 2019, I moved to the Resolution Manager role where I provided support for our escalated customers during their critical situation. In Oct 2021, I joined as the Manager of the US CSA/Licensing Team.

 

My career has always been around customer support, management, and training/enablement. As a technical person and a people manager, I have been able to apply my career experience into developing my team members to achieve their career goals.

 

Biggest achievement? Leading the Global CSA Team is my biggest achievement. When I took over the licensing team, we were going through a lot of changes with our new portfolio-based products. As a manager I took a data-driven approach on prioritizing issues, establishing right cadence and best practices, engaging with cross-functional teams to drive results, acting expeditiously to remove obstacles, and providing much needed support to the team while exhibiting trust and empathy.

 

Who am I looking for? A great team player with excellent customer support skill. The right mindset is what’s most important, if someone is humble, resilient, and keen to listen, learn and put their best foot forward everyday – that’s it!

 

What the team says:

I admire Hussain's drive and dedication to getting the job done. He continuously pushes the entire team to accomplish as much as possible. Whenever I run into any issues, I know I can go to him and discuss them. His positive affirmations make me feel good about my contribution to the team. I want to thank him for always showing up as his authentic self and always willing to jump in wherever the team needs assistance or guidance. This kind of leadership really helps us to stay motivated.

Jennifer Cruz, Sr CSA, Nutanix Support (https://www.linkedin.com/in/jennifer-c-18a747163/)

 

Hussain is an expert when it comes to support processes. But his knowledge is not just limited to that, he has helped me with RMA, licensing, technical, queue management and many more. He has been my go to person for all support needs. Moreover, he always responds to you with a smile. I have reached out to Hussain on numerous occasions, and he always has the right answer. Thank you, Hussain, it’s a pleasure to be your peer.

Girish Shetty, Sr Manager, Worldwide Support, Nutanix (https://www.linkedin.com/in/girish-shetty-b73a553/)

 

Thank you, Hussain, for living by the values of Nutanix. You are always ready to assist with the support processes, weekend DM shifts, assisting as needed on technology. Your personality and easy-going nature help us put a smile on colleagues faces working under a lot of loads. You have been consistent with the delivery of work and going above and beyond. Thanks for all that you do.

Chetan Badami, Director, Worldwide Support, Nutanix (https://www.linkedin.com/in/chetanbadami/)

 

Learn more about Nutanix.

#LI-KMS #LI-Hybrid

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