Sales Support Specialist
Ziff Davis
Manager on Duty, Customer Experience
Pure Storage
full-time
Posted on:
Location: 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Primary point of contact for customer and account team escalations during your shift
- Responsible for initial triage of resources, and ensuring prompt response to escalations
- Ambassador of continuous improvement within the support organization
- Identify areas of improvement and escalation trends and present to support leadership
- Work with Managers On Duty (MODs) to identify and track critical escalations spanning multiple time zones
- Follow through on commitments from escalation requests, including follow up meetings and root cause analysis
- Work closely with CX Technical Support Escalation Management team to raise critical issues with cross-functional teams
Requirements
- Minimum of 3 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- Customer-focused, understanding the customer requirements and delivering on commitments while working with backend resources such as SDM, ENG, TSE, EE, GSAM, AE, SE, Sales Leadership.
- Strong sense of urgency and availability in order to manage crisis situations
- Ability to work effectively in high-stress situations and engage with major accounts at all levels
- Strong written and verbal communication skills and the ability to influence others
- ITIL (plus)
- Technology specific certs (VCP, CCNA, DCA, MCSE, LPIC, etc) (plus)
- Smartsheet Product Certification (plus)
