Job Description

The scope of work covers the following areas:

Customer Support Contact Center

Reporting

Training

Technical Skill set: Proficiency in Splunk Cloud is required; no need for deep cloud architecture subject matter expertise as per the Q&A response, however we believe basic knowledge of Splunk Cloud is must have. (Please see the screen shot below)

Deliverables:

1. Support customer change operations

CRM – Case Processing / Email/ Queue Support

Chat

Creating a case within Salesforce.com to coordinate scheduling and communications of Cloud work.

Coordinate information between 2 CRMs (Salesforce.com – External, and Jira – Internal).

Interdepartmental updates to status of requests from internal and external customers.

Mass Customer Communications supporting cloud maintenance

Accurately gather information from the customer in CRM - type of change request, change location, product, relevant details based on change type, maintenance window - then create a case and route to the correct team through internal CRM.

2. Case Processing/Email/Queue Support

Handle all inquiries and interactions from Customer(s) using Splunk [Cisco]’s provided CRM.

When responding, Supplier shall take ownership of the issue, providing the primary interface to resolve the Customer’s inquiry, and drive to resolution, which may include follow-ups to the Customer or escalation to the appropriate Splunk [Cisco] resource.

Handle all inquiries regarding Services from Customer(s).

Log updates in case notes and attempt to resolve the issue.

Provide accurate internal facing updates via internal CRM and Chat

3. Effectively handle escalations triggered internally or by customer: SME (Subject Matter Expertise)

Develop a deep understanding of the product and act as a subject matter expert for Cloud Change Management

Support agent team by answering questions and offering guidance on their cases.

Monitor ticket queues for high priority cases to triage or resolve.

Perform second-tier resolutions for customer issues related to Cloud Change Management

Handle internal and external customer service and process issues, and escalations

Respond to concerns raised in CSATs for CCM and appropriately deliver follow-up

SME will track or own all Escalations to ensure timely resolution

Handle non-standard change requests

Perform communication with/to/from customers, account teams, customer support, ops/SRE, product management, professional services, Customer Success Managers, Sales Engineers, and executive management.

Ensure process compliance and clear definition of requested customer changes. This includes providing guidance and assistance in classifying changes & identifying risks.

4. Process ownership

Update work instructions and processes, following Splunk [Cisco]’s standards and compliances.

Bring forward & make recommendations to Splunk [Cisco] on areas of opportunity for process changes & improvements.

Develop initiatives to improve process, enhance Agent & Customer experience.

Cross-functional calibration – representing both Splunk [Cisco] & Supplier

Partner with Splunk [Cisco] on Process improvements and areas of automation.

Frequent updates on projects & initiatives to Splunk [Cisco] & Supplier leadership.

Will act as an escalation point of contact for Process Related questions or concerns.

Ad Hoc reporting and other duties as required.

Frequent updates on projects & initiatives to Splunk [Cisco] & Supplier leadership.

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