More than 100,000 people have found their dream job through Fuzu.

CLOSED FOR APPLICATIONS

Support Readiness Specialist - Service Delivery

Closing: Nov 13, 2022

This position has expired

Published: Nov 11, 2022 (26 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

Sign up to view job details.

As a Support Readiness Specialist - Services Delivery, you will be responsible for ensuring that support quality remains high by gathering metrics, identifying trends, working cross-functionally to communicate those trends. To do this, you'll:

  • Work with Support Managers and the Director of Support Readiness to identify ticket trends and health by customer and ticket types.
  • Proactively engage with customers, their Technical Account Managers and Support Management when ticket trends turn unhealthy to facilitate a return to normal.
  • Monitor trending product usage, adoption and satisfaction issues in tickets to provide insights to your counterparts in Support Readiness - Training and keep Support Managers informed about coaching opportunities.
  • Regularly review Support Satisfaction (SSAT) scores to provide meaningful insights on trends in feedback.
  • Liaise with Product and Engineering based on insights gathered from tickets and SSAT to help inform priorities based on customer impact.
  • Build two-way roads between Product and Support by working with the pool of global Support Engineers acting as Support Stable Counterparts.

Requirements
Requires Skills/Experience:

  • 1-3 years experience in SaaS support, with proven ability to support diverse customers needs.
  • Zendesk Administrator experience (preferred; or the ability to gain Zendesk Administrator Certification within 6 months of start date if required)
  • Demonstrated technical aptitude for, and experience supporting, client-server and/or web-based applications and SaaS/PaaS solutions
  • Proven ability to solve practical business problems
  • Understanding of business processes and ability to translate business requirements into application functionality
  • Zendesk enthusiast who thrives on working in a fast-paced and changing environment
  • Strong team player with service-oriented attitude and customer focus
  • Excellent written and verbal communication
  • An eye for detail and out-of-the-box thinking
  • You share our values, and work in accordance with those values
  • An ability to use GitLab, or a readiness to learn how to fully utilize GitLab

Desired Skills

  • Demonstrated understanding of technical software support processes and concepts
  • Experience in CRM or a related industry
  • Familiarity with change management processes and risk control compliance
  • Experience working on the Zendesk platform as a developer
  • Experience with enterprise integration tools
  • Coding experience with an object oriented language (such as Ruby, Python, etc.)


Responsibilities

As a Support Readiness Specialist - Services Delivery, you will be responsible for ensuring that support quality remains high by gathering metrics, identifying trends, working cross-functionally to communicate those trends. To do this, you'll:

  • Work with Support Managers and the Director of Support Readiness to identify ticket trends and health by customer and ticket types.
  • Proactively engage with customers, their Technical Account Managers and Support Management when ticket trends turn unhealthy to facilitate a return to normal.
  • Monitor trending product usage, adoption and satisfaction issues in tickets to provide insights to your counterparts in Support Readiness - Training and keep Support Managers informed about coaching opportunities.
  • Regularly review Support Satisfaction (SSAT) scores to provide meaningful insights on trends in feedback.
  • Liaise with Product and Engineering based on insights gathered from tickets and SSAT to help inform priorities based on customer impact.
  • Build two-way roads between Product and Support by working with the pool of global Support Engineers acting as Support Stable Counterparts.

Requirements
Requires Skills/Experience:

  • 1-3 years experience in SaaS support, with proven ability to support diverse customers needs.
  • Zendesk Administrator experience (preferred; or the ability to gain Zendesk Administrator Certification within 6 months of start date if required)
  • Demonstrated technical aptitude for, and experience supporting, client-server and/or web-based applications and SaaS/PaaS solutions
  • Proven ability to solve practical business problems
  • Understanding of business processes and ability to translate business requirements into application functionality
  • Zendesk enthusiast who thrives on working in a fast-paced and changing environment
  • Strong team player with service-oriented attitude and customer focus
  • Excellent written and verbal communication
  • An eye for detail and out-of-the-box thinking
  • You share our values, and work in accordance with those values
  • An ability to use GitLab, or a readiness to learn how to fully utilize GitLab

Desired Skills

  • Demonstrated understanding of technical software support processes and concepts
  • Experience in CRM or a related industry
  • Familiarity with change management processes and risk control compliance
  • Experience working on the Zendesk platform as a developer
  • Experience with enterprise integration tools
  • Coding experience with an object oriented language (such as Ruby, Python, etc.)


  • Develop a flexible process and tool execution strategy to support the growth and scalability objectives of GitLab Support and company-wide initiatives.
  • Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
  • Manage a fast-paced queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
  • Support and maintain several business critical SaaS systems (such as Zendesk, GitLab.com, Slack, Salesforce, Google groups), including user administration, in accordance with written and audited security controls and configuration changes when needed.
  • Develop and maintain system failover processes for customer facing GitLab Support systems.
  • Provide support and troubleshooting for our Support systems when necessary.
  • Maintain and demonstrate 100% compliance with all written security policies and change management controls, as well as assisting with audits of user access to key systems.
  • Understand internal customer's needs and business context to provide outstanding support and maintain high customer satisfaction.
  • Assist with implementation of new systems as needed to support evolving processes and critically evaluate our use of systems with a view to improve global efficiency.


Applications submitted via Fuzu have 32% higher chance of getting shortlisted.

Don’t miss your chance to work at GitLab. Enter your email to start your application now