We (the Service Delivery Team) are looking for an individual who has a passion for making customers successful, has strong organizational, business and interpersonal skills and is passionate about Information Technology.
A Day in the Life
You will join a team of workflow management individuals who are responsible for partnering with our global Customer Operations Engineers to deliver Cloudera's support services. This team is trained to be active listeners and demonstrate empathy when customers encounter product issues. In our fun and collaborative environment, the Workflow management team will develop strong business, interpersonal and technical skills to deliver high-quality service to our valued customers.
When you arrive for your first day, we’ll want you to have:
Solid interpersonal skills
Strong organizational and planning skills
Demonstrated ability to understand the feelings of our customers and empathize with them on the issue at hand
A customer advocacy mindset
A strong desire to understand how you can best partner with and enable the success of the larger Service Delivery Team
Interest in understanding how our products function at a high level
Conflict resolution and critical thinking skills
In this position you will…
Manage day-to-day interactions with our customers with clear and honest expectation setting, friendly and collaborative disposition, aiming for the complete satisfaction of each customer
Manage customer cases and maintain clear and concise case documentation
Leverage skills repositories to ensure each customer case receives ample attention from the right Subject Matter Experts
Handle Incoming calls in to our 24x7 Global Support Team
Be a liaison between our Customer Operations Engineers (COE) and customers
Process all scheduling requests for time off, training, and project timelines from the Service Delivery Organization
Route incoming cases for specific high profile customers
Participate in the queue management and case coordination process by managing the unassigned queue and assigning cases to COEs
Earn good first impressions, build a trusting and long term relationship with the customer.
Skills & Education
1-2 years of customer service or technical support experience preferred
Bachelor degree in Computer Science or Engineering or equivalent experience a plus.
Excellent communication skills in English (written and verbal)
Strong problem-solving and analytical skills
Solid attention to detail
Demonstrable troubleshooting skills
Collaboration skills for working across geographically dispersed functions.
Strong critical thinking and exceptional problem solving skills
A minimum of 3 years or more experience in an enterprise support with a strong understanding of corporate account support needs and knowledge of support industry
Data analysis and good data-driven decision-making skills.
Demonstrated ability/interest in project management
Eye towards process improvement and efficiency gains
**PLUS: Proficiency in HTML, SQL
The right person in this role has an opportunity to make a huge impact at Cloudera and add value to our future decisions. If this position has piqued your interest and you have what we described - we invite you to apply! An adventure in data awaits.