Support Queue Manager Job In Snowflake In Pune, India

Build the future of data Join the Snowflake teamSnowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results We are a team of subject matter experts collectively working toward our customers' success We form partnerships with customers by listening, learning, and building connections.

Snowflake's values are key to our approach and success in delivering world-class Support Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake's core values and are reflected in everything we do Snowflake's Support team is expanding! We are looking for a Support Queue Manager to join our team As a Support Queue Manager, in this individual contributor role, you will be responsible for queue management of the incoming cases from customers through various channels You have excellent skills in customer case queue management and internal team coordination.

You will have an opportunity to positively impact the Customer CSAT experience by effective case distribution, reducing customer wait time, and helping prevent customer escalation Ideally, you have worked in a 24x7 environment, handled the case and support queue/workflow management, worked with enterprise customers directly, been on shifts including weekends, have used enterprise case management and distribution tools like Salesforce Service cloud OMNI channel, and you are familiar with SaaS support business SPECIAL REQUIEMENTS:

• Ability to work the 4th/night shift schedule, which typically runs from 10pm IST to 7am IST
• Applicants should be flexible with schedule changes to meet business needs

YOU WILL:

• Monitor case queues, assign cases to appropriate resources, and help ensure Service Level Agreements (SLAs) are maintained
• Use Slack, Zoom, and/or other internal communication methods to coordinate case assignments and handoffs with Technical Support Managers and Cloud Support Engineers
• Keep track of cases to ensure they are within Service Level Objectives (SLOs) for follow up response
• Participate in answering customer phone calls in a timely manner
• Respond to inquiries from internal teams relating to customer issues
• Ensuring proper assignment of cases globally as well as facilitation of resource allocation based on workload and case severity
• Create handoff reports and facilitate handoffs between regions to ensure customer satisfaction
• Participate in shift rotations, including weekends (see Special Requirements above)
• Observe and report potential repeated incidents in a short time span to alert appropriate teams to take action
• Perform triage and housekeeping activities to ensure proper tracking of related incidents when declared
• Be a backup to monitor escalations partnering with the Technical Support Management team.
  
  

YOU WILL HAVE:

• Bachelor's degree in Business or equivalent discipline
• 2+ years experience in Customer Support Queue Management or a similar functionin a customer-facing role
• General customer service experience with external, paying customers
• Excellent verbal and written communication skills in English with attention to detail This includes skill in communicating the urgency and customer impact with ease to internal teams to help drive faster case resolution
• Strong teamwork is required required to work in a global and highly collaborative support environment
• A thirst for information and the ability to utilize a variety of resources, including search engines, websites, and internal resources, and research customer requests with the goal of optimally assigning out cases based on criticality, business impact, etc
• Proficient in G Suite, Microsoft Office Suite (Excel, PowerPoint, Word, Outlook), case management tools such as Salesforce, and virtual conferencing tools
• Familiarity with support metrics like Initial Response (IR), SLA, SLO, CSAT, NPS

NICE TO HAVE:

• A keen eye for process improvement toward improved Customer Experience (CX)
• Familiarity with SaaS support business
• Basic understanding of Data Warehouse fundamentals and concepts

Snowflake is looking for .

Snowflake is looking for Any Graduate / Post Graduate profile candidates.