Build the future of the AI Data Cloud. Join the Snowflake team.
Snowflake’s Support team is expanding! We are looking for a Customer Care Representative to join our team.
As a Customer Care Representative (CCR), you will aim to offer top-of-the-line customer service by demonstrating a high level of service aptitude and customer empathy. CCRs thrive in a culture that promotes empowerment, taking the initiative, finding solutions, collaborating, and having fun.
You will:
Provide email, web, and phone-based end user support to Snowflake customers and partners during the night shift (Monday-Friday, 10pm-7am IST)
Resolve general service administration requests for account access, billing inquiries, support access, feature enablement, and other inquiries
Leverage your product and process knowledge when engaging customers
Clearly comprehend the issues customers present by thinking creatively on behalf of the customer
Drive process improvement to make doing business with Snowflake easier for our customers
Document known solutions to the internal and external knowledge base
Provide consistent performance within a fast-paced and constantly changing environment
Our ideal Customer Care Representative will have:
High school diploma, GED, or equivalent international degree; college degree preferred
Minimum of 2+ years of Customer Service experience
Strong written and verbal communication skills
Experience in the software and technology industry
Experience using business tools such as Slack, GSuite, CRM tools (Ex: Salesforce, Oracle, ServiceNow etc.)
Proficient in G Suite and Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
A thirst for information and the ability to utilize a variety of resources, including search engines, websites and internal resources, and research customer requests to deliver meaningful and valuable solutions
Excellent listening skills: capable of communicating in a fluid, back-and-forth manner that engages and invites an exchange of ideas
The ability to probe to understand the customers’ needs in full detail
Proactive relationship building with immediate colleagues and those in related disciplines
Forward-thinking mentality: the ability to solve immediate issues and anticipate future issues
The ability to communicate effectively with people at all levels
Strong analytical and problem-solving skills
The ability to think outside the box in determining possible solutions
The ability to work as part of a team and on their own initiative
Nice to haves:
Prior experience in a Customer Support function for an Enterprise Application Software or SaaS environment is highly desired
Practical experience with Salesforce Service Cloud
Basic understanding of SQL
A keen eye for process improvement toward improved Customer Experience (CX)
Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
How do you want to make your impact?
For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com