Data Storage Solutions Specialist

3 weeks ago

India Central Data Storage Full time

About Central Data Storage

We are a leading provider of data backup and recovery solutions, committed to safeguarding our clients' critical data with cutting-edge technology and exceptional customer service.

Job Summary

We are seeking a motivated and customer-centric professional to join our dynamic team at Central Data Storage. In this role, you will be the front-line voice for our customers, ensuring they receive prompt and comprehensive technical support for our data storage and recovery solutions.

Key Responsibilities

  • Respond swiftly to customer inquiries and requests via phone, email, and live chat, ensuring all interactions are addressed with professionalism and empathy.
  • Provide detailed technical support for our data storage and recovery products, troubleshooting complex issues and guiding customers through solutions.
  • Maintain accurate and detailed records of customer interactions, resolutions, and follow-up actions, ensuring a high standard of service documentation.
  • Continuously strive to exceed customer expectations, providing exceptional service in every interaction.

Subscription Renewal and Upsell/Cross-Sell

  • Proactively engage with customers to manage subscription renewals, addressing any concerns or queries to ensure a smooth renewal process.
  • Leverage customer insights to identify opportunities to cross-sell or upsell additional services and products that would benefit the client.
  • Build long-term relationships with customers, driving engagement and loyalty through personalized communication.

Customer Satisfaction and Feedback

  • Actively listen to customer feedback and provide insights on how to enhance our offerings or customer experience.
  • Effectively resolve customer complaints or escalations, ensuring a timely and satisfactory resolution.
  • Promote a positive customer experience by anticipating needs and offering proactive solutions.

Technical Troubleshooting and Support

  • Diagnose and resolve technical challenges related to our data storage and recovery services, working closely with customers to resolve issues swiftly.
  • Clearly and concisely explain technical concepts and solutions to non-technical users, ensuring customer confidence and understanding.
  • Apply advanced technical skills to identify root causes and implement lasting solutions, minimizing future technical disruptions.

Data Integrity and Security

  • Proactively monitor customer backups to ensure they are completed successfully and consistently, immediately addressing any discrepancies or failures.
  • Verify the integrity and recoverability of backed-up data, ensuring customers can restore files when needed.
  • Communicate backup status updates with customers, reinforcing the importance of consistent data protection practices.

IT Partner Collaboration and Communication

  • Maintain regular and open communication with assigned IT partners, providing updates on customer satisfaction and service performance.
  • Collaborate with IT partners to identify potential new business opportunities and strategies for growth, ensuring a cohesive approach to customer service.
  • Provide detailed account reports and performance metrics to IT partners, fostering strong relationships.

Machine Metrics Monitoring and Optimization

  • Monitor critical machine metrics, such as underutilization, outdated software, or network disconnects, and proactively address concerns.
  • Collaborate with internal teams to improve machine utilization and operational efficiency.
  • Recommend actionable improvements to optimize machine performance and ensure smooth operational workflows.

Requirements and Qualifications

  • Bachelor's degree or equivalent professional experience.
  • Minimum 3-5 years of experience in a customer support role, preferably within a SaaS environment.
  • Exceptional written and verbal communication skills, with the ability to articulate complex technical issues clearly and concisely.
  • Strong technical aptitude, analytical skills, and problem-solving abilities.
  • Proven ability to thrive in a fast-paced, customer-centric environment, effectively handling multiple tasks and priorities.
  • Familiarity with data storage and recovery solutions or similar technologies is highly desirable.
  • Hands-on experience using Slack, Monday.com, Google Meet, CRM's (Close, Hubspot)
  • Ability to work within the CST time zone.
  • You should own a laptop.
  • Previous experience in the cybersecurity or data storage industry.
  • In-depth knowledge of common data storage protocols, concepts, and technologies.
  • Certifications in customer service, technical support, or relevant fields are a plus.

Benefits and Growth Opportunities

  • Competitive salary ($65,000 - $85,000 per year) and comprehensive benefits package.
  • Opportunities for continuous professional growth, development, and certification.
  • Enjoy a collaborative and supportive team environment that fosters innovation and creativity.
  • Participate in virtual team lunches, yearly team retreats, and company-wide events to celebrate our successes and strengthen team bonds.
  • Benefit from attractive incentive programs that reward exceptional performance and contribution.

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