Pure Storage

Manager on Duty, Customer Experience

Pure Storage

full-time

Posted on:

Origin:  • 🇮🇳 India

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Job 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)