Cloud Support Engineer Specialist
Job Description
Join Us!
As the Cloud Support Engineer Specialist will be mainly responsible for providing real-time/ side by side coaching and facilitating various training programs that will help improve agents performance.
Responsibilities:
- Do training needs analysis. Understand the required level of communication skills of GOC members, identify an individual's areas for improvement and provide drills, lessons / recommendations that target these areas, research/create training materials, develop knowledge assessments/ test design, deliver the training and measure training effectiveness post training.
- Training delivery for onboarding and new product launches
- Technical writing for documentation
- Process tickets to stay up to date with the process and continuous improvement on the product skills
- Conduct follow-up training on GOC members who need extra time to improve their individual skills level.
- Work with different GOC managers to identify performance gaps and come up with effective training programs, sessions and schedules.
- Proactively develop activities or modules to supplement existing programs or initiatives & propose continuous improvements in training processes
- Attend quality calibration calls, provide recommendations & prepare reports like training effectiveness measures, and data analysis for business review
- Engineering degree in Computer Science or Electronics or related field
- Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
- Any Associate level Cloud Certification , preferably GCP
- Hands-on experience with GCP Cloud Platform
- 5 8 years of experience with with Data Warehousing, Databases, Data mining and SQL
- Basic or intermediate coding skill.
Preferred Qualifications:
- Good Presentation and Facilitation Skills
- Strong interpersonal and customer service skills
- Can work under pressure & with minimum supervision
- Cyclical work shift including work hours at night
- Overtime and On-Call may be required
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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