Full Job DescriptionWhat makes us Qlik
Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes. We are a Values-Driven organization, operating over 100 countries with 50,000 customers around the world. If you think we are interesting, please read on – we may be looking for you!
Job summary:
Qlik Customer Support is looking for a seasoned Customer Experience Analyst to join our team. In this role, the customer service experience professional’s uses descriptive, prescriptive and predictive data driven methods to proactively engage customers. In addition, the role is responsible for developing a successful customer experience by analyzing trends and collaborate with cross-functional teams to prevent customer service issues from reoccurring.
The customer service experience professionals are responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management and so on, in order to keep fine-tuning the customer’s experience.
In a day to day, the service experience professional will also resolve business problems by evaluating and conducting research to determine customer needs and how to best meet them using standard troubleshooting techniques, problem solving, and communication skills. In an efficient and rapid manner, they use an omni-channel platform such as messaging, live chat, phone, and other channels to resolve issues.
Responsibilities include:
Incident Management
Interact with customers and partners via live chat, mail, customer portal, phone and community forums and provide solutions with known and unknown solutions
Provide support to our commercial segment using existing processes, knowledge manuals, other reference materials, and Qlik’s internal resources
Collaborate with many cross-functional organizations daily
Identify, report, and follow up on new problems and trends
Provides best practice solutions to drive user software adoption
Analyzes and understands customer journeys and makes recommendations based on data provided
Proactively identify trends and patters to mitigate issues before they occur
Proactively search and escalates Customer Experience issues to responsible teams
Escalate unresolved issues to senior staff as required.
Research, verify and document IT/Business problems
Linkage to and awareness of existing content within casework.
Actively manage personal backlog of support requests.
One to Many
Works directly with Digital to identify trends for self-service opportunities
Identify onboarding needs and work directly with the team to organize session
Writing, editing and publishing of Operational Processes and Flows
Identify digital content opportunities for One to Many initiatives
Participates in online events
Provides suggestion for webinar and product tour content
Adoption (SaaS)
Research area for CX improvement
Observe current tenant usage/license penetration and trend to decide action together with Onboarding team
Problem Management
Problem detection and logging
Identification of problem categorization and prioritization
Problem investigation and diagnosis
Uses a data driven approach to tackle problems
Prevent incident to happen and minimize the impact of incidents
Maintain information and communication about known Errors and Workarounds
Provide problem management reporting to the organization
Improve overall availability of services by proactively identifying problems
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. This description is not intended to be an exhaustive list of all the responsibilities, duties and skills required. Depending on your particular role some or all of the above may apply.
Functional requirements:
Follow the Principles process which includes providing timely responses, making commitments, delivering updates to customers.
Follow the Playbooks which is a collection of policy and process documents used by Technical Support Engineers to aid in delivering high-quality, predictable support services to our customers and partners. Playbooks are designed to support the Global Support Vision and Goals.
Support the funnel strategy by moving cases to digital and actively participating in the various discussions to ensure questions and concerns are addressed appropriately.
Identify opportunities for improvement in support processes and policies.
Comply with support processes and KPI service levels as documented.
Understand and follow the Customer Satisfaction (Csat), Customer Effort Score (CES) & Net Promoter Score (NPS) methodology.
Deliver the best customer experience for all customers with the highest focus on our Top 300 customers.
Be knowledgeable with the products and be familiar with the product line.
You will be successful if you
Are resilient to a fast and ever-changing enterprise software environment
Have a passion for analytics and technology
Thrive in a multi-cultural environment
Have excellent written and oral communication skills in English
Have strong service acumen in a business environment
Have excellent time management and organizational skills
Are proactive and resourceful
You will thrive if you
Have a bachelor’s degree and at least 2 to 3 years equivalent work experience
Previous work experience in SaaS, software service delivery, and customer service
You have excellent written and oral communication skills in English
You have strong service acumen in a business environment
You thrive in a multicultural and diverse environment
Ability to collaborate virtually and globally with stakeholders at all levels.
Currently 24/5 Set-up and in transition Plan to 24/7
Location
The role is in Bangalore, India. If you find this position is interesting, you are welcome with your complete application in English. Apply as soon as possible as we are working continuously with the applications for this assignment.
Qlik is an Equal Opportunity Employer and does not discriminate on the basis of any protected category or characteristic. We value the diversity of our workforce. If you need assistance due to disability during the application and/or recruiting process, please contact us via the Accessibility Request Form
Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.