Customer Service Advocate

**Hungry, Humble, Honest, with Heart.**

**The Opportunity**

Are you a passionate customer service advocate with strong communication skills, a problem-solving mindset, and a drive for continuous improvement? If so, you'll thrive in Nutanix's dynamic Customer Service Advocate team, where you will have the opportunity to collaborate with a diverse group of dedicated professionals while delivering exceptional support to our global customers in a hybrid work environment that values work-life balance and innovation.

**About the Team**

The Customer Service Advocate - Process Support team at Nutanix is a dynamic group based in Bangalore, characterized by a culture that embodies the core values of being Hungry, Humble, and Honest. This diverse team works collaboratively to provide exceptional support to customers, ensuring a commitment to excellence. The team's mission is to deliver a world-class product experience by acting as champions for Nutanix customers and effectively addressing any issues they encounter related to product licensing, subscriptions, and billing solutions.

You will report to the Manager, Worldwide Support, who is dedicated to providing guidance, mentorship, and support to help you succeed in your role. The manager's leadership style emphasizes collaboration and open communication, fostering an environment where team members feel encouraged to share ideas and solutions. As a part of the Customer Service Advocate team, you will enjoy a hybrid work setup, with the expectation of being in the office for three days a week, increasing to five days a week during the probation period to aid in your transition and integration into the team.

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. Nutanix values work-life balance and ensures that you can perform your role effectively without the need for excessive travel.

**Your Role**
- Provide timely and quality support to worldwide customers, addressing licensing, subscription, and support portal issues.
- Troubleshoot and resolve process and systems-related support requests effectively.
- Collaborate with various stakeholders, including Systems Reliability Engineers and Sales, to enhance customer service and improve business productivity.
- Develop and maintain internal and external knowledge bases, including process documentation and user acceptance testing of new features.
- Implement process improvements based on stakeholder feedback to drive continual service enhancement.
- Act as a liaison to advocate for customer needs, ensuring high levels of satisfaction with Nutanix products.
- Manage multiple competing priorities while maintaining organization and quality in support delivery.
- Engage in team collaboration and innovation to enhance support processes and service delivery.

**What You Will Bring**
- 2+ years of experience in a customer-facing role, preferably in a technical support environment.
- Excellent verbal and written communication skills, with strong problem-solving abilities.
- Experience handling support incidents and tickets in a Support organization.
- Ability to adapt to a fast-paced environment and learn new processes quickly.
- Familiarity with subscription and usage-based billing solutions.
- Proven experience in process improvement and collaboration with cross-functional teams.
- Prior experience with CRM tools; Salesforce preferred.
- Bachelor’s degree with a STEM orientation or equivalent experience.