Workflow Coordinator



Job Description:

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.

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Confirmed a day ago. Posted 30+ days ago.

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