Customer Care Representative

Customer Care Representative (CCR)

You will:

• Provide email, web, and phone-based end user support to Snowflake customers and partners
• Resolve general service administration requests for account access, billing inquiries, support access, feature enablement, and other inquiries
• Leverage your product and process knowledge when engaging customers
• Clearly comprehend the issues customers present by thinking creatively on behalf of the customer
• Drive process improvement to make doing business with Snowflake easier for our customers
• Document known solutions to the internal and external knowledge base
• Provide consistent performance within a fast-paced and constantly changing environment
  

Our ideal Customer Care Representative will have:

• High school diploma, GED, or equivalent international degree; college degree preferred
• Minimum of 2+ years of Customer Service experience
• Strong written and verbal communication skills
• Experience in the software and technology industry
• Experience using business tools such as Slack, GSuite, CRM tools (Ex: Salesforce, Oracle, ServiceNow etc.)
• Proficient in G Suite and Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• A thirst for information and the ability to utilize a variety of resources, including search engines, websites and internal resources, and research customer requests to deliver meaningful and valuable solutions
• Excellent listening skills: capable of communicating in a fluid, back-and-forth manner that engages and invites an exchange of ideas
• The ability to probe to understand the customers’ needs in full detail
• Proactive relationship building with immediate colleagues and those in related disciplines
• Forward-thinking mentality: the ability to solve immediate issues and anticipate future issues
• The ability to communicate effectively with people at all levels
• Strong analytical and problem-solving skills
• The ability to think outside the box in determining possible solutions
• The ability to work as part of a team and on their own initiative
  

Nice to haves:

• Prior experience in a Customer Support function for an Enterprise Application Software or SaaS environment is highly desired
• Practical experience with Salesforce Service Cloud
• Basic understanding of SQL
• A keen eye for process improvement toward improved Customer Experience (CX)