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Service Operations Team Lead
CyberArk
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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 teams 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.
- Education and Experience:
- Bachelors degree in a relevant field.
- Professional experience (5 years+) in a customer support role.
- Previous experience in team lead
Employment Type: Full Time, Permanent
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34%
33%
33% candidates got the interview through other sources.
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What people at CyberArk are saying
What CyberArk employees are saying about work life
based on 17 employees
Flexible timing
Monday to Friday
No travel
Night Shift
CyberArk Benefits
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