Enterprise Support Specialist

2 weeks ago


Windsor, Windsor and Maidenhead, United Kingdom NetApp Full time

Job Summary

The Enterprise Support Specialist is responsible for planning and overseeing enterprise-level support and service activities for NetApp products and services. This technical, customer-centric opportunity involves utilizing technical skills, communication, and escalation management skills to provide high-level support services. The role is critical to the assigned Sales Account Team in furthering the NetApp partner relationship and increasing sales by coordinating support activities.

Key Responsibilities

  • Working with NetApp customers and designated Account/Sales Teams
  • Providing expertise in Personalized Service, Centralized Support Management, and Customized Proactive Care
  • Acting as a leader for team projects or initiatives
  • Mentoring peers and assisting with team training
  • Facilitating internal process problem resolution

Requirements

  • Excellent written and verbal communication skills in English
  • Ability to communicate clearly with customers, Sales, and Support Center
  • Excellent interpersonal communication and customer service skills
  • Extensive account management experience
  • Experience in escalation management and conflict resolution
  • Technical understanding in Storage and/or Virtualization and/or Network Technology
  • NetApp NCDA certification

Education

  • Typically requires a minimum of 10 years of related experience with a bachelor's degree
  • Work experience in a demanding technical Customer Success role
  • NetApp and/or Cloud certifications


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