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Customer Service Advocate

Nutanix

Bangalore, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Data Analytics & Infrastructure
  • Post Date: 07/09/2024
  • Website: nutanix.com
  • Company Address: 1740 Technology Dr. Suite 150, San Jose, CA, 95110

About Nutanix

Nutanix makes infrastructure invisible, elevating IT to focus on the applications and services that power their business. The Nutanix enterprise cloud platform leverages web-scale engineering and consumer-grade design to natively converge compute, virtualization and storage into a resilient, software-defined solution with rich machine intelligence.

Job Description

The Opportunity:
We at Nutanix, We make hybrid multi-cloud infinitely simple and cost effective. Nutanix unites public cloud simplicity and agility with private cloud performance and security. Whether on-premises or hybrid, you’ll ensure cost-effective business continuity through unified management, one-click operations, and AI-driven automation. We are a top-notch team with varied experience and exposure and with the ability to handle all problems that come our way. Working closely with Sales, Software Engineers and our Systems Reliability Engineers, the CSA team acts as our customer’s champions for non-technical issues and assists our Support team in providing the best customer support experience.
 
The Role: 
Nutanix is seeking well-rounded customer advocates to help support our systems in the field and provide an enriched and successful product experience. You will need to be the champion for Nutanix customers, handling all issues our customers encounter with Product licensing and Portal related issues, implementation of subscriptions and billing solutions along with assisting our Systems Reliability Engineers in delivering world-class customer service.
 
About the Team:
At Nutanix, the Customer Service Advocate - Process Support team in Bangalore is a dynamic group of individuals who embody the core values of being Hungry, Humble, and Honest. The team works collaboratively to provide exceptional support to our customers and uphold our commitment to excellence. While the team is based in Bangalore, you will have the opportunity to work with colleagues from around the world, contributing to a diverse and enriching work environment.
You will report to the Manager, Worldwide Support, who is dedicated to providing guidance, support, and mentorship to help you succeed in your role. As part of the Customer Service Advocate team, you will enjoy a hybrid work setup, with the expectation of being in the office for 3 days a week. This balance allows for both in-person collaboration with team members and the flexibility to work remotely when needed.
At Nutanix, we understand the importance of work-life balance and recognize that excessive travel can disrupt that balance. Therefore, there are no travel requirements for this position, allowing you to focus on delivering exceptional support to our customers while enjoying the comforts of home.
 
Your Role: 
  • Give timely and quality support to our worldwide customers
  • Troubleshoot all process and systems related support requests (Licensing & subscription requests, Support Portal issues etc.)
  • Define and drive changes to our systems and processes for continual improvement based on the feedback received from our stakeholders.
  • Develop and contribute to internal and external knowledge bases
  • Develop process documentation and UAT new feature setup and Issue management
  • Serve as liaison between Systems Reliability Engineers, Sales, Accounts, Management and customer to improve customer service and business productivity.
  • Able to collaborate for results with various stakeholders to get a fruitful and timely solution to customer problem.
  • 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 Will Bring:
  • 2+ years of experience in customer-facing role.
  • 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.
  • Experience with delivering subscription and usage-based billing solutions.
  • Be self-driven with a willingness to work in a fast growing company with huge potential.
  • Experience in developing and implementing process improvement
  • Experience in collaborating for results.
  • Prior experience with CRM tools. Salesforce preferred.
  • Highly organised with a personal method to manage multiple competing priorities without       falling behind
  • Bachelor’s degree with STEM orientation from an accredited university or college with 1- 3yrs prior experience.
  • Prior experience supporting a Support organisation a plus.

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