Salesforce Hiring for Senior Operations Administrator at Hyderabad, Telangana Full Time

Full Job Description
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Job Category
Customer Success Group

Job Details
Senior Operations Administrator
Night shifts – 9 PM shift starts

India – Hyderabad

Job Category

Administrative Support

Job Details

About Tableau, a Salesforce company

Tableau helps people see and understand data. Our analytics platform fuels exploration, allowing you to quickly answer questions with data and share insights across your organization. Global enterprises, early-stage startups, nonprofits, and governments all use Tableau’s intuitive software to quickly transform their data into actionable insights. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world!

Are you looking to make a difference in your next job? Tired of being stuck in a role with no growth or development? Would you like to work for a vibrant, diverse team that is customer obsessed? If you answered yes to any of these questions, read on…

We are looking for an Senior Operations Administrator for our Technical Support function in Hyderabad. This role has a clear growth path, and a supportive management team to help you succeed from day 1. To succeed in this role, you will need to have passion for data analytics, and process improvement.

Thinking about making a change? Use your powers for good and come join Tableau!

What you’ll be doing…

As the Senior Operations Administrator you will assist with analyzing issues reported by customers. You will also be reviewing email and other feedback from customers, acting on the feedback, and providing the data to the Support team. In addition, you will be responsible for scheduling customer calls and the administrative needs associated with the Support team.

In this role, you will monitor the queue for customer email, attachments, and log files, as well as update cases based on data received from customers. You will also Follow-up with customers regarding cases and calls and assist with case triage as needed. In some situations you will also help create test environments to reproduce customer issues internally and support customers through their Tableau deployments and integrations.

Some of the things you’ll be doing include…

Administer, monitor, and assign cases across the Technical Support case queues.
Review, categorize, follow-up and report on responses to customer surveys to ensure the customer’s voice is heard by the broader team.
Proactively monitor multiple channels for customer email, attachments, and log files. To also update cases based on data received from customers
Follow-up with customers regarding requested troubleshooting information and data. To assist with case triage as needed, including setting up test environments to reproduce customer issues internally, troubleshoot and resolve highly complex technical issues associated with integration of Tableau products.
Maintain documentation on roles, responsibilities, and best practices for Senior Operations Administrators.
Assist with various departmental administrative tasks including meeting minutes, meeting set‐up, etc.
Update Tableau Tech Support Twitter account: posting incident notices, responding to requests, or opening cases as required.
Review email and other feedback from customers, act on the feedback, and provide the data to the Support team
Participate in projects as assigned by the Tech Support Manager
Partner with clients and help them optimize the use of Tableau software by using listening skills, empathy, and understanding of the customer’s request combined with in-depth technical knowledge to assist them in the manner most appropriate.
Extensively research and document customer software and technical issues as KCS articles where appropriate.
Utilize KCS and Knowledge Base articles as a resource to solve customer issues, researching the
Knowledge Base as a step in the troubleshooting process.
Aspire to grow technically, and continue to solve complex technical issues.
** Note: This job requires weekend support and shift work

Who you are…

Technical . Good understanding of relational databases; experience with Essbase and MSAS Cubes is a plus. Foundational understanding of networking, server set-up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers.
Problem Solver. You love tackling the most difficult of challenges and know how to get to the best solution.
Communicator . Excellent verbal and written communication skills.
Organized . You have an uncanny ability to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure. Your organizational skills are impeccable.
Experienced . You have experience in Customer Service or supporting enterprise mission-critical applications.
You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world

Tableau will operate independently under the Tableau brand, driving forward a continued focus on our mission, our customers and our Tableau Community. The acquisition closed on August 1, 2019, and Tableau is a wholly-owned subsidiary of salesforce.com , inc.

Accommodations

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