Customer Interaction Specialist
HortonWorks
San Jose, Costa Rica
hace 2 días

Job Description : A Day in the Life

A Day in the Life

You will join a team of highly skilled engineers who are responsible for delivering Cloudera's support services. Our Customer Interaction Specialists are trained to be active listeners and demonstrate empathy when customers encounter product issues.

In our fun and collaborative environment, Customer Interaction Specialists develop strong business, interpersonal and technical skills to deliver high-quality service to our valued customers.

When you arrive for your first day, we’ll want you to have :

A strong ability to understand the feelings of our customers as we empathize with them on the issue at hand.

A strong desire to increase your product and technology skillset; increase- your confidence supporting our products so you can help our customers succeed

In this position, you will :

Provide support to our customers. This may include assistance provided over a phone call, managing administrative cases as well as responding to mission-critical systems and production customers.

Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products.

Participate in the queue management and coordination process by owning customer escalations, managing the unassigned queue, and assigning cases to COE’s.

Be involved with and work on other support-related activities - Triage, diagnose and escalate customer inquiries when applicable during the call or through other communication channels.

Collaborate and share solutions with both customers and Clouderans.

Investigate process-related issues both for particular customers and for common trends that may arise.

Participate as a designated or dedicated customer engineer. Aspects of this engagement translate to building long term successful relationships with customers, front-line engineers, and FL Management.

In this position, you should have :

A strong desire and aptitude to become well-rounded support professional. Cloudera Support considers the service we deliver our core product.

A tenacity to bring calm and order to the often stressful situations of customer cases

A mental capability to multi-task across many customer situations simultaneously.

0-2 years of Customer Service experience managing enterprise users. Enterprise support experience in a technical environment is strongly preferred.

Excellent communication skills in English (written and verbal)

You might also have :

Systems monitoring and management for computing and infrastructure.

Familiarity with virtual machine technologies & cloud computing.

A positive attitude toward feedback and continual improvement.

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