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Pure Storage
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Manager on Duty, Customer Experience

Manager on Duty, Customer Experience

Pure Storage

5 - 10 years

4 - 7 Lacs

bengaluru

Posted:None| Platform:

Apply

Skills Required

root cause analysis backend networking enterprise applications wellness customer support ccna mcse continuous improvement technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

ABOUT THE ROLE

Manager on Duty

You will be part one of the best Support teams in the industry. Our CX culture focuses on 5 key values Customer First, Teamwork, Ownership, Creativity, and Persistence.

You will be the primary point of escalation, and the position will be a cross-functional role, serving as a bridge between the customer, sales, and our customer support organization, in order to ensure that customer and account team escalations are promptly attended to during your shift.

As such, you will be:

A 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
The ambassador of continuous improvement within the support organization
Tasked with identifying areas of improvement and escalation trends that you will then present to support leadership to action
Working with a team of Managers On Duty (MOD s) to identify and track critical escalations which may require continuous engagement spanning multiple time zones outside of your shift
Responsible for following through on commitments resulting from escalation requests, including follow up meetings, and root cause analysis completion / delivery
Closely working with the CX Technical Support Escalation Management team to raise critical issues with cross-functional teams

Edu

cation

Masters Degree in Business Management or equivalent is a plus.

Certifications

The following certifications are a plus

ITIL
Technology specific certs (VCP, CCNA, DCA, MCSE, LPIC, etc)
Smartsheet Product Certification

Experience

Minimum of 5 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

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Manager on Duty, Customer Experience