19 Aug
|
Copado
|
Bengaluru
About Copado
- Job Summary:
- Key Responsibilities:
- Handle Signature, Success+, and Partner case queues in accordance with customer agreements.
- Answer technical questions, solve technical problems, and suggest appropriate workarounds related to Copado platform.
- Understand and advocate for customer needs.
- Resolve customer service issues and skillfully manage/troubleshoot complex customer service problems.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Lead the swarming - Connect with DevOps Support Engineers on aged/blocked cases and provide your consultancy to effectively resolve the case.
- Assess the investigations created by DevOps Support Engineers before they are sent to the dev team for review.
- Maintain the investigation user story and known issue lifecycle.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help DevOps Support Engineers and customers.
- Regularly conduct enablement sessions for DevOps Support Engineers.
- Research,
document, and escalate cases according to procedure.
- Actively participate in job-related training.
- Review support cases for technical and troubleshooting accuracy.
- Complete assigned project responsibilities.
What Success Looks Like
- Having a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals.
- Documenting solutions and consistently contributing to the internal knowledge base.
- Managing customers' expectations and experiences in a way that results in high customer satisfaction
- Skillfully managing, troubleshooting, and resolving complex customer service problems.
Qualifications & Experience
- 3-5 years of prior experience in Salesforce.
- 3-5 years of experience in Copado.
- 1-3 years of prior experience in Customer Support or DevOps.
- Knowledge of SaaS environments and Integrated Technologies.
- Knowledge of development
📌 Senior DevOps Support Engineer (Bengaluru)
🏢 Copado
📍 Bengaluru