Pune - Customer Service Operations Analyst 2
Job Description
is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data - across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.
We've been named a Leader by and have been for Innovation, Product Strength, and Simplicity in Design.
Join us on our mission to shape the future of our industry.
Job Description:-
is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data - across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.
We've been named a Leader by and have been for Innovation, Product Strength, and Simplicity in Design.
Join us on our mission to shape the future of our industry.
Customer Service Operations Analyst 2
Key Responsibilities:
- Ensures that Technical Support cases are being answered within established internal service level goals.
- If gaps existing in schedules during the day, the Support Operations Analystwill work with the Delivery Managers to identify those gaps and how best to fill them to meet our customer needs.
- This team will cover all Cohesity Support Solutions globally real time with pre-defined plans for business continuity. Some of the activities below are examples, but are not necessarily limited to these functions
- Manages real-time activities across all sites around the globe
- Makes Genesys skill changes as needed
- Tracks Real Time Reporting needs
- Sends out service level performance reporting by tier at certain intervals of the day
- Monitor Genesys, Real Time Adherence Tools for Schedule Compliance
- Monitor each skill or queue real time to ensure cases are being picked up
- Monitor our outsource vendor queues to ensure a consistent business operation.
- Manages outage incidents of critical tools and is the single point of contact for IT and the business
- Running, supporting, and/or maintaining components of infrastructures (databases, reports, analytics, scripts, tools, techniques) which enable Technical Support
- Preliminary analysis of operating results from trend reporting
- Shift Timings: Rotational-(24/7)
- 4-6 years total experience with a minimum of 4 years experience preferable in Delivery Operations or workforce management tools and technologies with at least 12 months in Command Center.
- Strong on Excel skills
- Basic knowledge and understanding of database structures, SQL, and Advanced Excel a plus
What skills, experience, and education you need as a team member to succeed:
- Good communication skills
- Excellent stakeholder Management skills
- Quick learner
- Attention for detail
- Problem solving skills
- Team First Approach
- High level of flexibility
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Equal Employment Opportunity Employer (EEOE)
Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or for assistance.
In-Office Expectations
Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.