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Customer Support
Ref No.: 18-02129
Location: Cupertino, California
Position Type:Contract
Start Date: 02/28/2018

Title: Customer Support 
Job Type: Long Term Contract (possibly convert to FTE)
Location: Cupertino, California 

Job Description:

Customer Support Job Description: The difference between a senior and a junior role is whether the person can take a leading role vs just help with our support requests. Note that this is NOT engineering support. This is support of non-technical and technical users to high-level curated dashboards. So the person will need to be able to convey technical information in a non-technical way.

Key Qualifications:
- Excellent communication skills, both written and oral, including the ability to convey complex requirements in a clear, concise and credible manner
- Strong prioritization and project management skills, including timely and proactive communications of timelines, status, issue escalation
- Strong out-of-the-box thinking and a curious mind
- Perform root cause and impact analysis to investigate issues and make recommendations for potential solutions
- Ability to deliver high quality results while working in a fast paced & dynamic environment
- Extreme attention to detail and ability to self-manage work
- Customer focus and relentless passion for supporting a diverse and growing set of users and needs
- Desire to find creative and flexible solutions to tackle complex processes

- Administer user permissions and facilitate user access reviews
- Log support queries and requests, assist in creation of a functional knowledge base
- Facilitate organization and resources for support for new datasets, tool features
- Develop creative solutions and help implement automation to scale support systems and processes

Bachelor's degree or equivalent work experience in Customer Support, Business Information Systems, or related fields.