Job Summary
Who are we?
Spot By NetApp is a dynamic and fast-growing business unit in NetApp’s Cloud division.
With innovative technology and a cutting-edge algorithm, Spot analyzes trends in each cloud provider’s markets and provides our customers with an optimized and cost-efficient environment.
Spot by NetApp is revolutionizing the cloud computing industry by that and numerous other features.
Our vision is to optimize the way DevOps and R&D teams consume cloud computing.
We seek experienced and motivated technologists who align with our values and possess a unique balance of technical depth and strong interpersonal skills.Your opportunity
As a Technical Support Operations lead, you will create insight beyond numbers, identify improvement areas, and help influence and execute our business decisions and strategies.
You will collect, analyze, and interpret complex data sets related to Technical Support operations and Customer Satisfaction, translating data into actionable items.
You will own, lead, execute, and deliver cross-functional Support related projects to improve efficiency and productivity.
Job Requirements
Responsibilities
- Own, lead, and implement various project plans and procedures that align with the Technical Support strategic objectives.
- Engage, work, and coordinate with other departments and 3rd-party suppliers to ensure that technology needs are met, and systems are integrated effectively with other business processes.
- Collaborate with the Support Management to understand their data analysis needs and develop effective BI solutions to address them.
- Develop and maintain data models, reports, and dashboards using BI tools such as MS Power BI and SQL.
- Monitor and maintain data quality and accuracy to ensure the integrity of BI reporting.
- Identify opportunities for process improvements and automation to streamline data analysis and reporting.
- At least 5 years of experience in MS Power BI project management, Data modeling, implementation of BI solutions analysis, and Project Management preferably in global B2B-focused SaaS
- Proven exceptional communication skills, working in a global environment.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Strong analytical and problem-solving skills with a keen eye for detail.
- Project owner and management experience
- Strong communication and problem-solving skills.
- Strong leadership and interpersonal skills, with the ability to motivate and manage cross-functional projects.
- Willingness to go the extra mile to get the job done.
- Proficiency in communication and presentation, both written and verbal (in English)
- Technical Support experience
- Experienced in Technical Support ‘world’, in a Global SaaS company.
- Demonstrate Change management skills.
- Experience with SQL or PowerShell (querying, scripting)
- Experience with Zendesk (Support, Chat, Guide, Rules, and Integrations)
- Bachelor’s Degree (B.A.) in Computer Science or Information Technology
