Are you a detail-oriented professional with strong communication skills and a passion for managing customer support processes? If so, you will thrive on our team, where you will have the opportunity to work collaboratively in a hybrid environment, directly contribute to enhancing customer satisfaction, and play a key role in optimizing our support queue management efforts in a rapidly growing organization.
About the Team
The Support Engineering team at Nutanix is a dynamic group located in Bangalore, dedicated to providing exceptional technical support and customer service to our clients. The team's mission is to ensure seamless operations and enhance customer satisfaction by effectively managing support requests and incidents. With a culture that values collaboration, innovation, and continuous improvement, team members are encouraged to share ideas and work together to resolve issues efficiently, fostering a positive environment that prioritizes both employee engagement and customer success.
You will report to the Manager of Worldwide Support,
who is known for their approachable leadership style and focus on mentorship, enabling team members to thrive in their roles. The work setup for this position is hybrid, allowing for flexibility with a combination of remote work and onsite presence, with team members required to come into the office a few days a week to facilitate collaboration.
Your Role
- Monitoring queues and ensuring cases are assigned and accepted and initial response/customer connect is made as per the SLA, by appropriate resources for troubleshooting.
- Ensure the correct case priorities are set and honoured.
- Reduce the customer wait time for cases both via web and phone queue.
- Notify the on-shift duty manager about a critical situation.
- Ensuring appropriate staffing to manage the phone queue.
- Monitor and update workforce availability on support tools.
- Make a customer contract via phone or email to keep them updated on th
📌 Global Queue Coordinator (Ciudad de México)
🏢 Nutanix
📍 Ciudad de México
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