Business Area:

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Job Description:

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, 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 world’s largest enterprises.

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 world’s 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 team’s 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.

We’re excited about you if you have:

• 3-5 years of relevant experience in IT industry with at least 1-3 years of experience in a customer support or service environment

• Strong analytical and critical thinking skills with the ability to identify patterns, trends, and areas for improvement

• Ability to work collaboratively with cross-functional teams and stakeholders

• Excellent communication and presentation skills in English, both written and verbal. Multilingual skill in Spanish, Portuguese, Mandarin, Japanese or Korean is a distinct advantage

• Working knowledge of data analytics and reporting tools such as MS Excel, Salesforce and Tableau. SQL capability is a plus

• Strong attention to detail and problem-solving skills

• Adaptability and willingness to learn new technologies and processes with an open mindset

• Customer-centric attitude and empathy with a dedication to delivering exceptional service

• Basic understanding of Hadoop technology is a plus

What you can expect from us:

• Generous PTO Policy

• Support work life balance with Unplugged Days

• Flexible WFH Policy

• Mental & Physical Wellness programs

• Phone and Internet Reimbursement program

• Access to Continued Career Development

• Comprehensive Benefits and Competitive Packages

• Paid Volunteer Time

• Employee Resource Groups

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.

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