Customer Support Process Analyst - Chennai - Cloudera
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We (the Support Quality team at Cloudera) measure the quality of customer service, identify areas of improvement with support processes, systems and tools and drive continuous improvement initiatives.
A Day in the Life
You will define and maintain efficient business processes that enable Support Engineers to provide high quality customer service. You will document, train and measure the quality of process compliance by conducting case reviews and providing detailed, constructive feedback to the support management team to improve service quality. Additionally, as part of case reviews you will identify areas of inefficiencies with processes, systems, and tools and manage projects, working with cross-functional team members, to drive improvement.
Define, document and lead business process improvements and provide related training to affected teams
perform thorough review of closed support cases on a weekly basis to measure process compliance; provide constructive and detailed feedback which serve as coaching opportunities for management
identify areas of improvement and efficiencies with overall case management processes
regularly update and maintain existing business processes, training and other related documentation
refine process compliance measurement criteria as system and process enhancements are introduced
serve as business process owner or project manager on projects that drive improvement of support processes with the goal of continually improving customer satisfaction.
bachelor’s degree or equivalent with 5-8 years experience in Support Business Process, Operations or Program Management
a self-motivated, proactive, detail oriented, hands-on and results driven personality
strong interpersonal skills and ability to work in a team environment
excellent written and verbal communication skills
You might also have…
ability to recognize ineffective customer service interaction, identify gaps in quality of service and drive initiatives to improve service quality.
customer service / support experience
experience gathering and documenting business requirements and functional specifications for projects
ability to effectively prioritize and execute tasks to meet competing deadlines
a combination of technical background with support business process experience
The right person in this role has an opportunity to make a huge impact at Cloudera and add value to our future decisions. If this position has piqued your interest and you have what we described - we invite you apply! An adventure in data awaits.