Customer Care Representative

CA Technologies (NASDAQ: CA) helps customers succeed in a future where every business— from apparel to energy— is being rewritten by software. With CA software at the center of their IT strategy, organizations can leverage the technology that changes the way we live— from the data center to the mobile device.

As a Customer Care Representative, you will be responsible for taking ownership of non-technical customer and partner inquires and outbound activities, to deliver world class customer service. You will foster customer loyalty and product retention while enhancing the quality of the customer experience.

**General** * Acquire job skills and learn company policies and procedures to complete routine tasks. * Manage own time management to appropriately prioritize backlogs, and to review quality issues with peers and Quality team. * Identify and propose process improvements to enhance the customer experience. * Adhere to Automatic Call Distribution (ACD) schedules and procedures. * Maintain knowledge of policies, processes, products and organizations related to the Global Customer Assistance functionality scope. * Monitor Global Customer Assistance Service Cloud queues for severity 1. * Monitor regional Customer Assistance Service Cloud queue for all regional Customer Assistance issues ensuring responsiveness with Service Level Objectives. * Flexibility to be able to support afterhours or End of Month/End of Quarter business **Functional** * Where appropriate timely monitoring, paging, and escalation of customer support issues to the Support organization. * Provide Global Customer Assistance functions to the support organization through the entitlement checking and routing of incoming support calls * Take ownership and provide Global Customer Assistance functions to customers in relation to license generation, and license troubleshooting. * Take ownership and provide Global Customer Assistance functions to customers in relation to customer care issues such as contract updates, license history report, returns, order processing, and conveying feedback and generating leads on CA products and solutions * Assist internal and external customers with communication by translating from/to English both verbally and in writing (as required)

**Preferred Education** High school diploma or global equivalent. Associate’s degree or global equivalent is preferred. **Work Experience** Typically 1 or more years working in a customer service environment providing phone support. **Skills & Competencies** * Verbal and Written fluency in Portuguese and English * Proficient customer service skills, including attitude and ethics. * Competent communication skills and telephone manner. * Capable of being thorough in accomplishing a task with concern for all areas involved. * Analytical capacity and troubleshooting mindset. * Capable of prioritizing multiple tasks and organizing workload efficiently. * Capacity to handle difficult customer situations. * Capable of demonstrating teamwork skills. * International mindset and attitudes, understanding regional diversity * Experience working in the IT/Software industry is a plus