המקום בו המומחים והחברות הטובות ביותר נפגשים
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Job Details
Role & Responsibilities:
Learn the Tableau products and continue to build technical skills to support global customers with their issues. This will involve debugging, troubleshooting, and taking ownership to see that the issue is fully resolved, including handling customer concerns
Achieve important metric goals consistently such as Productivity, CSAT, TTR
Act as a trusted advisor to the customer on issues related to their Tableau products and infrastructure resulting in high customer satisfaction
Collaborate with different teams such as TAMs, Sales, Ops Admins, Dev, etc. at Tableau to provide a flawless experience for our customers
Identify and improve documentation and processes
Develop and maintain technical expertise in assigned areas of product functionality and apply that expertise effectively to help customers
Review support cases for technical and troubleshooting accuracy
Replicate issues (inhouse)and provide solutions and RCA’s within stipulated time
Make effective use of communication channels such as email, calls and other electronic methods to interact optimally with customers
Required Skills/Experience:
Technical Support experience handling global customers
Solid understanding and demonstrable experience in some of the following areas:
Databases: MS SQL, My SQL, Postgres, Oracle, MSAS, Snowflake, Redshift
Networking: DNS, SSL, Proxies and Load Balancers, Fiddler, Wireshark
Authentication: Active Directory, SAML, Kerberos, OAuth, OpenID
Operating Systems: Windows Server, Linux (Red Hat and Debian), Mac OSX
Virtualization: AWS, Citrix, Azure, VMWare
You do not need previous experience with our product, as we will provide all the vital support and training to develop your knowledge during your onboarding program.
Continuous learning is encouraged and supported through sponsorship of both internal and third-party certifications relevant to your role.
Ability to communicate technical concepts clearly and optimally
Analysing, troubleshooting, and problem-solving expertise
Optimally prioritize and call out customer issues
Translate product and business requirements quickly and effectively into technical solutions whilst adhering to the agreed specification
Do timely updates of tasks to match the severity levels
Excellent written and verbal communication skills
Effective communication and interpersonal skills to be able to build rapport with people at all levels
The ability to work in teams as well as independently
Take a proactive approach to work without close supervision
Should be patient, persistent, and diligent with a good work ethic and Interpersonal Skills
Positive demeanour
Willingness to cover the weekend on-call rotation
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Posting Statement
does not accept unsolicited headhunter and agency resumes.
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