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Snowflake CUSTOMER CARE REPRESENTATIVE 
United States, California 
257475255

25.06.2024

YOU WILL:
  • Provide email, web, and phone-based end user support to Snowflake customers and partners
  • Resolve general service administration requests for account access, billing inquiries, support access, feature enablement, and other inquiries
  • Leverage your product and process knowledge when engaging customers
  • Clearly comprehend the issues customers present by thinking creatively on behalf of the customer
  • Drive process improvement to make doing business with Snowflake easier for our customers
  • Document known solutions to the internal and external knowledge base
  • Provide consistent performance within a fast-paced and constantly changing environment
OUR IDEAL CUSTOMER SERVICE REPRESENTATIVE WILL HAVE:
  • High school diploma, GED, or equivalent international degree; college degree preferred
  • Minimum of 2+ years of Customer Service experience
  • Strong written and verbal communication skills
  • Experience in the software and technology industry
  • Experience using business tools such as Slack, GSuite, CRM tools (Ex: Salesforce, Oracle, ServiceNow etc.)
  • Proficient in G Suite and Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • A thirst for information and the ability to utilize a variety of resources, including search engines, websites and internal resources, and research customer requests to deliver meaningful and valuable solutions
  • Excellent listening skills: capable of communicating in a fluid, back-and-forth manner that engages and invites an exchange of ideas
  • The ability to probe to understand the customers’ needs in full detail
  • Proactive relationship building with immediate colleagues and those in related disciplines
  • Forward-thinking mentality: the ability to solve immediate issues and anticipate future issues
  • The ability to communicate effectively with people at all levels
  • Strong analytical and problem-solving skills
  • The ability to think outside the box in determining possible solutions
  • The ability to work as part of a team and on their own initiative
NICE TO HAVES:
  • Prior experience in a Customer Support function for an Enterprise Application Software or SaaS environment is highly desired
  • Practical experience with Salesforce Service Cloud
  • Basic understanding of SQL
  • A keen eye for process improvement toward improved Customer Experience (CX)

The following represents the expected range of compensation for this role:

  • The estimated base salary range for this role is $87,000 - $126,500.
  • Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.