Support Service Delivery Expert

hace 6 días


San José, San José, Costa Rica Cloudera A tiempo completo

Job Overview

We are seeking a highly skilled Support Service Delivery Expert to join our team at Cloudera.

About the Role

This is an exciting opportunity for a customer-focused individual who possesses excellent communication and interpersonal skills. The successful candidate will be responsible for delivering high-quality support services to our valued customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities:

  • Provide exceptional support to customers via phone, email, or other communication channels.
  • Act as a first point of contact for customer inquiries, actively listening to their concerns and empathizing with their business impact.
  • Triage, diagnose, and escalate customer cases when necessary, working collaboratively with internal teams to resolve issues promptly.
  • Participate in queue management and coordination processes, owning customer escalations and managing unassigned queues.
  • Collaborate with customers and Clouderans to share solutions and best practices, driving long-term successful relationships.
  • Investigate process-related issues for individual customers and common trends, providing recommendations for improvement.
  • Perform designated or dedicated customer engineer tasks, contributing to the development of front-line engineers and FL Management.

Requirements:

  • A strong desire and aptitude to become a well-rounded support professional.
  • A tenacious approach to bringing calm and order to stressful customer situations.
  • The ability to multitask across multiple customer situations simultaneously.
  • At least 2 years of customer service experience managing enterprise users, with a preference for technical environment experience.
  • Excellent communication skills in English (written and verbal).

What We Offer:

  • Generous PTO policy supporting work-life balance.
  • Flexible WFH policy allowing remote work options.
  • Mental and physical wellness programs promoting employee well-being.
  • Phone/internet reimbursement program and comprehensive benefits package.
  • Access to continued career development opportunities.

EEO/AAP Statement

Cloudera is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.



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