Global Support Engineering Admin

Global Support Engineering Admin - Databricks

CSQ126R5

Databricks is seeking a Support Admin to work with our Customer Support Engineering team; This position reports to the Manager of Admin Support. Ideal candidate has a passion for delivering a superior customer experience that differentiates Databricks from its competitors. Essential background experience should include customer-focused with strong communication, organizational skills and attention to detail.  The ideal candidate is a self-motivated with a passion to excel in customer service.

The impact you will have:

Respond to customer queries in a timely and accurate way via Salesforce tickets, chat, email

Analyze and report product malfunctions (for example, by testing different scenarios)

Monitor customer complaints on different channels in the slack and reach out to provide assistance quickly

Share suggestions and effective workarounds with team members

Follow up with customers to ensure their technical issues are resolved

Engage in continuous improvement (including but not limited to processes, technology, team, customer service, methodologies, and capabilities)
Work with other departments like frontline teams to assign the tickets on the exceptions
Manage and address client escalations with a “call first” mentality, someone not afraid to pick up the phone to resolve issues quickly
Include in the multiple projects under support admin team and drive them efficiently
Should be able to adapt working on the tickets related to Training process along with No support customer queries
Adhere with the KPI
Contribution for process improvements / automation to bring efficiency - Identify the roadblocks / concerns customers are facing and report to Manager by providing solutions to fix and further enhancements
Familiarity on learning paths, courses, registration, ticketing tools is a plus
Should be a team player, work with team members closely on day-to-day basis
Develop and maintain effective relationships with other departments and leaders
Exemplify workplace and business ethics
Effectively manage projects to meet deadlines and achieve results
Working in the CST business hours (11AM – 8PM)

What we look for:

3-5 years of experience working in the Customer Support industry; Ideally 2+ years of experience in the same role

Familiarity with Salesforce, Slack, Teams is a mandatory

Hands on experience with Excel, MS Word and Power Point is must which helps in documentation like SOP, presentation etc.

Excellent verbal and written business communication and problem-solving skills

Escalation handling and prioritization

Ability to multi-task and work Independently

Cross-function collaboration with other teams

Problem-solving and solution oriented

About Databricks

Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.

Benefits

At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Compliance

If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.

Last updated: 4 hours ago