Business Operations Analyst

Business Area : Support

Seniority Level : Mid-Senior level

At Cloudera, we empower people to transform complex data into clear and actionable insights. With over 25 Exabytes of data under management, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the worlds largest enterprises.

Cloudera is seeking a highly analytical and detail-oriented Business Operations Analyst to join our customer support team. In this role, you will be responsible for reviewing and assessing all customer support cases to ensure that our support engineers deliver services with the highest quality. You will serve as the crucial link between the support team and leadership, communicating feedback and generating comprehensive quality reports. Additionally, you will assist in maintaining the accuracy and currency of our internal support documentation.

As a Business Analyst in support you will :

• Thoroughly review customer support cases to evaluate the quality of service delivered by the support engineers.
• Identify areas for improvement , best practices, and opportunities to enhance the customer support experience.
• Provide constructive feedback to support engineers and their managers to drive continuous improvement.
• Regularly communicate with support engineers' managers to discuss case assessment findings and recommendations.
• Collaborate with the management team to develop and implement strategies to improve overall support quality.
• Generate comprehensive case quality reports for the leadership teams consumption, including insights, trends, and actionable recommendations.
• Serve as a subject matter expert of customer support skills to prepare and deliver case-quality training.
• Assist with support projects, and initiatives as needed.
• Learn Hadoop technologies both on-premise and in Cloud.
• Expand your career path to both technical and non-technical areas.
• Regularly review and update the internal support documentation to ensure accuracy and relevance.
• Identify and address any gaps or inconsistencies in the documentation.

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What you can expect from us :

Cloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

LI-SM1

LI-Hybrid

Locations : India-Bangalore