The scope of work covers the following areas:
Customer Support Contact Center
Reporting
Training
Technical Skill set: Proficiency in Splunk Cloud is required; no need for deep cloud architecture subject matter expertise as per the Q&A response, however we believe basic knowledge of Splunk Cloud is must have. (Please see the screen shot below)
Deliverables:
1. Support customer change operations
CRM – Case Processing / Email/ Queue Support
Chat
Creating a case within Salesforce.com to coordinate scheduling and communications of Cloud work.
Coordinate information between 2 CRMs (Salesforce.com – External, and Jira – Internal).
Interdepartmental updates to status of requests from internal and external customers.
Mass Customer Communications supporting cloud maintenance
Accurately gather information from the customer in CRM - type of change request, change location, product, relevant details based on change type, maintenance window - then create a case and route to the correct team through internal CRM.
2. Case Processing/Email/Queue Support
Handle all inquiries and interactions from Customer(s) using Splunk [Cisco]’s provided CRM.
When responding, Supplier shall take ownership of the issue, providing the primary interface to resolve the Customer’s inquiry, and drive to resolution, which may include follow-ups to the Customer or escalation to the appropriate Splunk [Cisco] resource.
Handle all inquiries regarding Services from Customer(s).
Log updates in case notes and attempt to resolve the issue.
Provide accurate internal facing updates via internal CRM and Chat
3. Effectively handle escalations triggered internally or by customer: SME (Subject Matter Expertise)
Develop a deep understanding of the product and act as a subject matter expert for Cloud Change Management
Support agent team by answering questions and offering guidance on their cases.
Monitor ticket queues for high priority cases to triage or resolve.
Perform second-tier resolutions for customer issues related to Cloud Change Management
Handle internal and external customer service and process issues, and escalations
Respond to concerns raised in CSATs for CCM and appropriately deliver follow-up
SME will track or own all Escalations to ensure timely resolution
Handle non-standard change requests
Perform communication with/to/from customers, account teams, customer support, ops/SRE, product management, professional services, Customer Success Managers, Sales Engineers, and executive management.
Ensure process compliance and clear definition of requested customer changes. This includes providing guidance and assistance in classifying changes & identifying risks.
4. Process ownership
Update work instructions and processes, following Splunk [Cisco]’s standards and compliances.
Bring forward & make recommendations to Splunk [Cisco] on areas of opportunity for process changes & improvements.
Develop initiatives to improve process, enhance Agent & Customer experience.
Cross-functional calibration – representing both Splunk [Cisco] & Supplier
Partner with Splunk [Cisco] on Process improvements and areas of automation.
Frequent updates on projects & initiatives to Splunk [Cisco] & Supplier leadership.
Will act as an escalation point of contact for Process Related questions or concerns.
Ad Hoc reporting and other duties as required.
Frequent updates on projects & initiatives to Splunk [Cisco] & Supplier leadership.
...in grade level teams to help students grow towards being self-guided learners. At the heart of all math classes is a deep joy for mathematics, and our teachers work hard to refine their own mastery of the subject. Math teachers use a variety of instructional strategies...
...company. You must posses an obsessive eye for detail and a strong work ethic. Role and Responsibilities: Maintain and organize... ...compliance with brand guidelines and regulatory standards. Invoice + packing list approvals in tandem with coordinator + manager Review...
...Job Description Job Description JOB PURPOSE: Oversees and manages the operation of the bookstore. Oversees and coordinates inventory control, sales and returns, vendor relations, cash management, and related reporting. This position description indicates in general...
.... Expected annual pay for this role ranges from [$120,000] to [$140,000]. Based on the position, the role is also eligible for Wipros standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of...
...Description Are you a bus driver in your community? Looking for a career and not just a job? Now is your chance to provide public transportation via Freedom Transit !$21.25 / hour Transdev Drivers provide transportation via Freedom Transit within our local...