Job Description

As a member of our technical team, your focus will be on delivering support and solutions to our customer base while championing their needs. This involves resolving technical inquiries and troubleshooting for our services, serving as a primary point of contact for customers. You'll play a vital role in nurturing customer relationships and providing guidance to internal team members on various technical challenges and escalated issues. 

Career Level - IC2

Responsibilities

1. Technical Cloud Support & Troubleshooting: Provide timely and accurate technical assistance to customers using our cloud services. Investigate and diagnose technical issues, collaborating with cross-functional teams to identify solutions.
2. Customer Engagement & Relationship Building: Foster positive customer relationships by delivering exceptional support and understanding their needs.
3. Knowledge Management & Documentation: Contribute to maintaining an up-to-date knowledge base, documenting solutions and best practices.
4. Continuous Learning & Analytical Skills: Stay updated with cloud technologies, analyze support trends, and implement proactive measures to enhance service quality.
5. Feedback and Improvement: Provide feedback to enhance customer experience and collaborate with teams to improve services.
6. Proactive Support: Anticipate potential issues and provide proactive support to prevent disruptions.
7. Enable Support: Empower teams with best practices, training, and resources for effective customer assistance.
8. Escalation Handling & Metrics Reporting: Handle escalations, maintain accurate records, and provide insights for continuous improvement.

Required Skills

Cloud Technologies

Customer Service

Troubleshooting