Job
Description
About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. About Arctera Arctera keeps the world s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. Arctera is behind the scenes making sure that many of the biggest organizations in the world - and many of the smallest too - can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. It s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation - and the arrival of the age of AI - has set the course for a new explosion in data creation. Joining the Arctera team, you ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world s critical infrastructure and to keep all our data safe. Roles Responsibilities: Serve as the first point of contact for Customers and Partners for general queries relating to licensing, entitlement, portal access, and technical support. Quickly respond to customer calls, web cases, emails and chats. Deliver a high level of service and provide prompt resolution to ensure customer satisfaction Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem - Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Arctera business units as needed Adhere to defined case handling processes and use appropriate reference materials and internal knowledge documents efficiently. Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty Build and maintain customer relationships in support of Customer Onboarding and Customer retention Facilitate a positive and productive team environment Required Skills, Experience Education Proficiency in Korean language - written and oral Minimum of 3 years Customer Service experience (or equivalent experience) Education - Graduation in any discipline is a must Excellent English business communication skills (Read, Write and Speak) Experience in working in 24x7 environment is a must Experience in Software and Technology industry is preferred Experience in customer relationship management tools is preferred Experience in Enterprise Resource Planning tools such as Oracle is preferred Ability to quickly respond, efficiently manage time and multitasking Ability to explain complex ideas in simple terms Problem solving skills and meticulously work across cross function teams to resolve customer issues Proficiency in Microsoft Office Suite.
