* Serve as the first point of contact for Partners across the territory who have customer’s inquiries, requests or issues relating to KL products or services; as needed, responsible for engaging the appropriate individuals or teams to provide guidance/resolution.
* Quickly respond to partners 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 KL business units as needed Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents
* 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
* Facilitate a positive and productive team workplace
* Leverage collaboration as a tool to solve business and customer problems
* Required Skills:
* 6+ years of customer service experience
* Certifications required: Microsoft Server & Workstation VSICM, VMware vSphere CompTIA Security + equivalent
* Experience in or strong interest in the Software and Technology industry preferred
* Experience in customer relationship management tools such as Salesforce.com is preferred
* Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities
* Excellent business communication skills (spoken and written)
* Advanced problem solving/troubleshooting skills
* Ability to explain complex ideas in simple terms
* Proficiency in Microsoft Office Suite Specific language capabilities: fluency in English and French is require