TIBCO
Location
Bangalore | India
Job description
Coaches team with complex issues and technical/process-related queries. Mentors the team to develop the desired skill set.
Product Expert who is proficient in understanding customer requirements and making recommendations based on best practices and ideal configurations. Proactively identifies the best approach for retaining business based on the client s situation, coaches on handling customer escalations, provides feedback, and takes initiative to address opportunities within the team.
Taking ownership of technically complex cases and developing end-to-end communication for potential bugs with all stakeholders (i.e. Engineering, Customer, Partner, etc). Updating team for known issues and potential performance/outage scenarios as well as new features and product roadmaps.
Performance is measured via the Lead s contribution to the teams Key Performance Indicators (CSAT Scores + Knowledge Center System + Time To Close + Number of Case Closed + First Day Resolutions + Schedule Adherence). Additionally, identifies and addresses opportunities to upskill the team s technical abilities.
Case Documentation: Case/Call Audits to validate the case quality, and coach the team on case documentation best practices.
Ensuring compliance with the Service Level Agreements (SLAs) and Case Milestones
Knowledge Center System role [Auditor] - Works closely with contributors, validators, content strategists, and KCS owner. You serve as the second line of defense to safeguard the overall health of the knowledge base and will act as the source of truth for knowledge practices for which you will be responsible for coaching contributors and validators, as well as distributing knowledge content assignments across the team. You will conduct KCS and closed case audits regularly to identify low performing engineers that are not complying with KCS practices. Additionally, you ll be monitoring very closely all internal and restricted as internal only content to ensure they should remain as is or made public and will be contributing to maintaining the information current across multiple content channels.
Your Superhero Uniform Includes:
Bachelors Degree or equivalent experience preferred or advanced degree with experience in customer service/support role.
7+ years in a support role within the service industry.
Expertise in computing (Mac & PC), networking, and using various web browsers.
Experience in troubleshooting servers, firewalls, and proxy servers is a plus.
Extensive Knowledge of the Microsoft Office suite of products, including Outlook, Excel, PowerPoint, and Word.
Mastery of workflow automation and ability to troubleshoot complex workflows.
Ability to capture and analyze complex logs.
Ability to create and use API calls using Postman or other tools for Sharefile and Podio.
Ability to configure and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from the documentation.
Strong knowledge of load balancing technologies (NetScaler preferred) and NAS devices.
Strong knowledge of Windows Server roles and features, IIS, AD, DNS, and File servers.
Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).
Strong SQL Knowledge with the ability to create custom queries to gather data from the database.
Strong knowledge of troubleshooting web application issues
Strong knowledge about Security Certificates
Your Superhero Strengths Include:
Excellent verbal and written communication skills.
Excellent skills to listen, assess, determine, and communicate corrective measures.
English-speaking proficiency is required, and bilingual skills are a plus.
Customer and Team focused - Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer!
Ability to de-escalate customers under challenging circumstances.
Utilizes critical thinking, troubleshooting, and solving complex problems in a fast-paced, changing environment.
Expert in the data-driven, metrics-oriented environment.
Works to achieve operational targets with a significant impact on departmental results.
Has a keen interest in Software-as-a-Service (SaaS).
Leverages leadership abilities to motivate and mentor team members.
Proven Leadership skills
Job tags
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