The QualysGuard Cloud Platform and integrated suite of solutions helps businesses simplify security operations and lower the cost of compliance by delivering critical security intelligence on demand and automating the full spectrum of auditing, compliance and protection for IT systems and web applications.The QualysGuard® service is used today by more than 6,700 customers in over 100 countries, including a majority of the Forbes Global 100, and performs more than 1 billion IP scans/audits per year. The Customer Service Team is responsible for managing prompt resolution to global customer and partner service requests in a highly secured environment. The primary function of this position is to ensure that each customer interaction is a friendly and professional experience that addresses the needs of the customer in all stages of the customer service lifecycle within Qualys. The Customer Service Representative (CSR) works closely with Technical Support, Finance, Sales, Alliances and Operations to ensure high levels of customer satisfaction with all transactions. Customer relationship building and teamwork are key success criteria for this role.
The CSR is responsible for processing customer service, administrative and technical requests via phone and email to support Qualys customers and partners.
Perform account administration including account creation, updates and ongoing maintenance that arise from customer usage of the Qualys product line.
Processing and provisioning of sales requests (New Business, Renewals, and Upsell).
The CSR is also responsible for coordinating logistic support of the Qualys' Scanner Appliance, a computer appliance that plays a critical role in the delivery of our primary service.
Logistic management of the Scanner Appliances, processing and tracking of global Appliance shipments for new prospects, customers and partners, as well as the processing of Appliance RMAs.
Maintain and update Standard Operating Procedures (SOP) using the Customer Support Wiki Qualifications:
Full-time position requires a minimum of 2+ years relevant experience in a customer service role or similar customer-facing job function.
Must be willing to work day and swing shifts to support global requests
Must possess exceptional customer service skills and have a demonstrated track record of prior success with delivering industry-leading customer service
Must have exceptional organizational skills, attention to detail and time management skills
Must have outstanding problem-solving, troubleshooting and analytical skills.
Experience in a SaaS environment a plus
Must be an excellent written and verbal communicator via telephone and email communication
General knowledge of CRM applications is preferred. NetSuite experience a definite plus
Requires proficiency with applications such as Google Apps, Microsoft Word, Microsoft Excel, Safari, Internet Explorer, Firefox
Must possess general knowledge of computer networking concepts, products, and protocols
Must be able to adapt and excel in a dynamic and fast-paced environment
Must be a team player with high integrity and a strong work ethic
Familiarity with Federal Express and international shipping procedures would be a plus
College education in a technical or accounting field preferred
Qualys - 5 months ago
Qualys, Inc. is the leading provider of Software-as-a-Service (SaaS) IT security risk and compliance management solutions. Qualys solutions...