Job Description

Business Area: SupportSeniority Level: Entry level:At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we\'re the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world\xe2\x80\x99s largest enterprises.We (the Customer Interaction Specialist team) are looking for an individual who has a passion for making customers successful.A Day in the LifeYou will join a team of highly skilled engineers who are responsible for delivering Cloudera\xe2\x80\x99s support services. Our Customer Interaction Specialists are trained to be active listeners and demonstrate empathy when customers encounter product issues. In our fun and collaborative environment, Customer Interaction Specialists develop strong business, interpersonal and technical skills to deliver high-quality service to our valued customers.
When you arrive for your first day, we\xe2\x80\x99ll want you to have:
A strong ability to understand the feelings of our customers as we empathize with them on the issue at hand.
A strong desire to increase your product and technology skillset; increase- your confidence supporting our products so you can help our customers succeedIn this position, you willProvide support to our customers. This may include assistance provided over a phone call, managing administrative cases as well as responding to mission-critical systems and production customers.Demonstrate the ability to actively listen to customers and show empathy to the customer\xe2\x80\x99s business impact when they experience issues with our products.Participate in the queue management and coordination process by owning customer escalations, managing the unassigned queue, and assigning cases to COE\xe2\x80\x99s.Be involved with and work on other support-related activities - Triage, diagnose and escalate customer inquiries when applicable during the call or through other communication channels.Collaborate and share solutions with both customers and Clouderans.Investigate process-related issues both for particular customers and for common trends that may arise.Participate as a designated or dedicated customer engineer. Aspects of this engagement translate to building long term successful relationships with customers, front-line engineers, and FL Management.In this position, you should have,A strong desire and aptitude to become well-rounded support professional. Cloudera Support considers the service we deliver our core product.A tenacity to bring calm and order to the often stressful situations of customer casesA mental capability to multi-task across many customer situations simultaneously.1-3 years of Customer Service experience managing enterprise users. Enterprise support experience in a technical environment is strongly preferred.Excellent communication skills in English (written and verbal)You might also haveSystems monitoring and management for computing and infrastructure.Familiarity with virtual machine technologies & cloud computing.A positive attitude toward feedback and continual improvement.Equal OpportunityCloudera is an Equal Opportunity/Affirmative Action Employer. The applicant will receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.What you can expect from us:Generous PTO PolicySupport work life balance withFlexible WFH PolicyMental & Physical Wellness programsPhone and Internet Reimbursement programAccess to Continued Career DevelopmentComprehensive Benefits and Competitive PackagesEmployee Resource GroupsCloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.#LI-RK1#LI-Hybrid

Cloudera