Support Queue Manager (Morning Shift - 6 AM IST - 3 PM IST)

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.  

Snowflake’s values are key to our approach and success in delivering world-class Support.  Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake's core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Support Queue Manager to join our team.  

As a  Support Queue Manager, in this individual contributor role, you will be responsible for queue management of the incoming cases from our customers through various channels. You have excellent skills in customer case queue management and internal team coordination and communication. You will have an opportunity to positively impact the Customer CSAT experience by effective case distribution, reducing customer wait time, and helping prevent customer escalations.

Ideally, you have worked in a 24x7 environment and handled the case and support queue/workflow management. You have worked with enterprise customers directly, been on shifts including weekends and used enterprise case management and distribution tools like Salesforce Service Cloud OMNI channel. You are familiar with the  SaaS support business.

SPECIAL REQUIREMENTS:

• Ability to work with the APJ/shift 1  schedule, which typically runs from 6 AM IST to 3 PM IST
• Applicants should be flexible with schedule changes to meet business needs 

YOU WILL:

• Monitor case queues, assign cases to appropriate resources, and help ensure Service Level Agreements (SLAs) are maintained
• Use Slack, Zoom, and/or other internal communication methods to coordinate case assignments and handoffs with Technical Support Managers and Cloud Support Engineers
• Keep track of cases to ensure they are within Service Level Objectives (SLOs) for follow-up response
• Participate in answering customer phone calls in a timely manner
• Respond to inquiries from internal teams relating to customer issues
• Ensuring proper assignment of cases globally as well as facilitation of resource allocation based on workload and case severity. 
• Create handoff reports and facilitate handoffs between regions to ensure customer satisfaction
• Participate in shift rotations, including weekends (see Special Requirements above)
• Observe and report potential repeated incidents in a short time span to alert appropriate teams to take action. 
• Perform triage and housekeeping activities to ensure proper tracking of related incidents when declared
• Be a backup to monitor escalations, partnering with the Technical Support Management team.

OUR IDEAL SUPPORT QUEUE MANAGER CANDIDATE WILL HAVE:

• Bachelor's degree in Business or equivalent discipline
• 2+ years experience in Customer Support Queue Management or a similar function in a customer-facing role
• General customer service experience with external, paying customers
• Excellent verbal and written communication skills in English with attention to detail. This includes skill in communicating the urgency and customer impact with ease to internal teams to help drive faster case resolution. 
• Strong teaming skills are required to work in a global and highly collaborative support environment
• A thirst for information and the ability to utilize a variety of resources, including search engines, websites, and internal resources, and research customer requests with the goal of optimally assigning out cases based on criticality, business impact, etc.
• Proficient in G Suite, Microsoft Office Suite (Excel, PowerPoint, Word, Outlook), case management tools such as Salesforce, and virtual conferencing tools
• Familiarity with support metrics like Initial Response (IR), SLA, SLO, CSAT, NPS

NICE TO HAVE :

• A keen eye for process improvement toward improved Customer Experience (CX) 
• Familiarity with SaaS support business
• Basic understanding of Data Warehouse fundamentals and concepts.

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Last updated on Aug 22, 2024