Job title: Customer Experience Analyst
Company: Qlik
Job description: What makes us QlikA Gartner® Magic Quadrant™ Leader for 13 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.The Customer Experience Analyst RoleQlik Customer Support is looking for a seasoned Customer Experience Analyst to join our team. In this role, the customer service experience professional uses descriptive, prescriptive, and predictive data-driven methods to proactively engage customers. In addition, the role is responsible for developing a successful customer experience by analyzing trends and collaborating with cross-functional teams to prevent customer service issues from reoccurring.The customer service experience professionals are responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management, and so on, to keep fine-tuning the customer’s experience.In day-to-day, the service experience professional will also resolve business problems by evaluating and conducting research to determine customer needs and how to best meet them using standard troubleshooting techniques, problem-solving, and communication skills. In an efficient and rapid manner, they use an omnichannel platform such as messaging, live chat, phone, and other channels to resolve issues.We operate 24×7 which involves working during one of the below shifts determined as per business need and have a non-standard work week (Ex: Tue – Sat, Wed – Sun). While we have 5 days a work week, your weekly offs may fall on any day of the week depending on the shift rosters that are prepared on a two-month basis.
- AMER hours (Eastern Standard Time – 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
- EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
- APAC hours – 5.30 AM IST onwards
Work hours are subject to change depending on Business needs.Responsibilities include, but not limited to:Incident Management
- Interact with customers and partners via live chat, mail, customer portal, phone, and community forums and provide solutions with known and unknown solutions.
- Provide support to our commercial segment using existing processes, knowledge manuals, other reference materials, and Qlik’s internal resources.
- Collaborate with many cross-functional organizations daily.
- Identify, report, and follow up on new problems and trends.
- Provides best practice solutions to drive user software adoption.
- Analyzes and understands customer journeys and makes recommendations based on data provided.
- Proactively identify trends and patterns to mitigate issues before they occur.
- Proactively search and escalates Customer Experience issues to responsible teams.
- Escalate unresolved issues to senior staff as required.
- Research, verify and document IT/Business problems.
- Linkage to and awareness of existing content within casework.
- Actively manage the personal backlog of support requests.
One to Many
- Works directly with Digital to identify trends for self-service opportunities.
- Identify onboarding needs and work directly with the team to organize a session.
- Writing, editing, and publishing of Operational Processes and Flows
- Identify digital content opportunities for One-to-Many initiatives.
- Participates in online events.
- Provides suggestions for webinar and product tour content.
Adoption (SaaS)
- Research area for CX improvement
- Observe current tenant usage/license penetration and trend to decide on the action together with the Onboarding team.
Problem Management
- Problem detection and logging
- Identification of problem categorization and prioritization
- Problem investigation and diagnosis
- Uses a data-driven approach to tackle problems.
- Prevent incidents to happen and minimize the impact of incidents.
- Maintain information and communication about known Errors and Workarounds
- Provide problem management reporting to the organization.
- Improve overall availability of services by proactively identifying problems.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. This description is not intended to be an exhaustive list of all the responsibilities, duties, and skills required. Depending on your role some or all the above may apply.Skills and qualifications for this role include:
- Have a bachelor’s degree and at least 2 to 3 years of equivalent work experience. (Freshers not applicable)
- Previous work experience in SaaS, software service delivery, and customer service.
- You have excellent written and oral communication skills in English.
- You have strong service acumen in a business environment.
- You thrive in a multicultural and diverse environment.
- Ability to collaborate virtually and globally with stakeholders at all levels.
- Willing to work in 24/7 Set-up (Rotational shifts). Night shifts will be there.
The location for this role is:
- Bangalore, India (Hybrid work based out of JP Nagar, South Bangalore Location).
- Shifts applicable – 24/7 Support Environment.
More about Qlik and who we are:Find out more about life at Qlik on social: , , , and , and to see all other opportunities to join us + our values, check out our .What else do we offer?
- Genuine career progression pathways and mentoring programs
- Culture of innovation, technology, collaboration, and openness
- Flexible, diverse, and international work environment
Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in ourQlik is an Equal Opportunity/Affirmative Action Employer, and we value the diversity of our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Click here to review the US Department of Labor’s , including the notice and the .If you need assistance due to disability during the application and/or recruiting process, please contact us via the .Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.#LI-APAC
Expected salary:
Location: Bangalore, Karnataka
Job date: Sat, 10 Aug 2024 22:51:22 GMT
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