Customer Service Operations Analyst 2

Job Description:-

Cohesity 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 multiple analyst firms and have been globally recognized 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 Analyst will 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