Snowflake SUPPORT QUEUE MANAGER AFTERNOON SHIFT - PM IST 

India, Maharashtra, Pune 

43681040

SPECIAL REQUIREMENTS:

• Ability to work with the EMEA/shift 3 schedule, which typically runs from 2 PM IST to 11 PM IST
• Applicants should be flexible with schedule changes to meet business needs

• 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.

OUR IDEAL SUPPORT QUEUE MANAGER CANDIDATE WILL HAVE

• Bachelor's degree in Business or equivalent discipline
• 2+ years experience in Customer Support Queue Management or a similar function in 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 teaming skills are 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

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