Company Description
About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook.
Job Description
- Team Leadership:
- Lead, mentor, and manage a team of Service Operations Associate
- Conduct regular team meetings and one-on-one sessions to monitor performance and provide feedback.
- Develop and implement training programs to enhance the team's technical skills and customer service capabilities.
- Support Operations:
- Oversee the daily operations of the Service Operations Associates, ensuring that support requests are handled promptly and effectively.
- Monitor and prioritize cases related to user access, ensuring timely resolution by meeting SLAs
- Assist with complex cases and escalations, providing hands-on support as needed.
- Support user access provisioning requests for technical and partner communities, ensuring timely response and accurate completion.
- Troubleshoot user login and functional issues until resolution.
- Customer Service:
- Ensure the team delivers excellent customer service and maintains high user satisfaction.
- Develop and implement processes and best practices to improve the quality of support provided.
- Reporting and Analytics:
- Generate and analyze reports on user access cases, team performance, and support metrics.
- Identify trends and areas for improvement and implement solutions to enhance support processes and reduce recurring issues.
- Collaboration and Communication:
- Collaborate with IT teams and other departments to resolve user access-related issues and improve system performance.
- Communicate effectively with users, providing clear and concise information and instructions.
- Communicate effectively with Go To Market internally, providing clear, concise information and instructions.
- Serve as a point of contact for escalated issues and provide regular updates to the Service Operations Managers and Director.
Qualifications
- Education and Experience:
- Bachelor's degree in a relevant field.
- Professional experience (5 years+) in a customer support role.
- Previous experience in team leadership or a supervisory role is preferred.
- Technical Skills:
- Strong understanding of login and authentication systems, including common issues and troubleshooting techniques.
- Familiarity with IT service management tools like Salesforce and Service Now.
- Basic knowledge of networking, operating systems, and security protocols.
- Soft Skills:
- Customer First: Constantly strive to understand our customers and their needs from the perspective of the Service Operations, providing excellent customer experience and operational excellence.
- Excellent leadership and team management skills.
- Excellent English skills, including verbal and written communication.
- Ability to handle high-pressure situations and provide effective solutions.
- Exceptional problem-solving and analytical abilities.
