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Cyberark Service Operations Team Lead India 638231849
21.11.2024
Job Description
- Team Leadership:
- Lead, mentor, and manage a team of Service Operations Associate
- Conduct regular team meetings and one-on-one sessions to monitor performance and provide feedback.
- Develop and implement training programs to enhance the team's technical skills and customer service capabilities.
- Support Operations:
- Oversee the daily operations of the Service Operations Associates, ensuring that support requests are handled promptly and effectively.
- Monitor and prioritize cases related to user access, ensuring timely resolution by meeting SLAs
- Assist with complex cases and escalations, providing hands-on support as needed.
- Support user access provisioning requests for technical and partner communities, ensuring timely response and accurate completion.
- Troubleshoot user login and functional issues until resolution.
- Customer Service:
- Ensure the team delivers excellent customer service and maintains high user satisfaction.
- Develop and implement processes and best practices to improve the quality of support provided.
- Reporting and Analytics:
- Generate and analyze reports on user access cases, team performance, and support metrics.
- Identify trends and areas for improvement and implement solutions to enhance support processes and reduce recurring issues.
- Collaboration and Communication:
- Collaborate with IT teams and other departments to resolve user access-related issues and improve system performance.
- Communicate effectively with users, providing clear and concise information and instructions.
- Communicate effectively with Go To Market internally, providing clear, concise information and instructions.
- Serve as a point of contact for escalated issues and provide regular updates to the Service Operations Managers and Director.
Qualifications
- Education and Experience:
- Bachelor's degree in a relevant field.
- Professional experience (5 years+) in a customer support role.
- Previous experience in team leadership or a supervisory role is preferred.
- Technical Skills:
- Strong understanding of login and authentication systems, including common issues and troubleshooting techniques.
- Familiarity with IT service management tools like Salesforce and Service Now.
- Basic knowledge of networking, operating systems, and security protocols.
- Soft Skills:
- Customer First: Constantly strive to understand our customers and their needs from the perspective of the Service Operations, providing excellent customer experience and operational excellence.
- Excellent leadership and team management skills.
- Excellent English skills, including verbal and written communication.
- Ability to handle high-pressure situations and provide effective solutions.
- Exceptional problem-solving and analytical abilities.
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