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Customer Success Group – Apprentice

ID: JR0033458

India, Bangalore

Job Title:

Customer Success Group – Apprentice

Role Overview:

Apprentice provides end-to-end technical support for Trellix customers and is responsible for providing technical service of fault recording, diagnosis, problem solving, and resolution delivery for Trellix customer base. Apprentice will rely on their extensive experience and product knowledge, as well as a clear focus on customer service to drive customer success.

Key Responsibilities

Act as the first point of contact for corporate/enterprise customers of Trellix.
Handle real-time voice calls and portal cases and respond in a timely manner.
Work in a team with assorted expertise.
Update customers on progress of their cases on a regular-basis.
Leverage team members’ expertise to deliver resolutions to customers in a timely-manner.
Maintain a friendly, open, approachable, positive attitude.
Willingness to work in 24×7 rotational shifts (including night shifts) is a must.

Technical Skills

Basic understanding of Microsoft Windows technology with some exposure to Server
operating systems.
Basic networking knowledge.
Beginner level knowledge on Linux is preferred.
Knowledge of computer security procedures and protocol.
Exposure to security concepts is an advantage.

Communication Skills

Excellent verbal & written communication skills is a MUST.
Be able to effectively communication with global customers over phone & email.

Educational Qualifications Mandatory –

o Bachelor’s Degree in Engineering Or
o Bachelor’s Degree in Science Or
o Any equivalent Bachelor’s Degree in Science as recognized by Government
Industry certifications like CCNA, MCSE, S+ will be preferred.
Most people in this type of job tend to work as part of a Technical Support team. They relate
to customers and partners to assess technical products and to resolve technical issues. They
also relate to customers with varying levels of technical skills and understanding.
Work Conditions & Physical Effort –
Work is normally performed in a typical interior/office work environment.
No or very limited physical effort required.
No or very limited exposure to physical risk.

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