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Job description

Brief Job Description: Extreme Networks solutions enable enterprises to leverage the power of mobility via wired and wireless products to increase productivity, engage customers and grow their business. As part of supporting the customer in leveraging these technologies, our Customer Service Organization is the pinnacle of ensuring the customer's network have replacements readily available globally. This individual will be responsible for next-level Escalations of CSR personnel supporting our customer's RMA and support portal requests. Responsibilities: • Supervise the day-to-day operations of the customer service representative organization • Respond to customer service escalations from internal and external customers in a timely manner • Experience in providing feedback through coaching and mentoring to a team to bring out the individual's best results • Ability to work with other teams to analyze issues and problems systematically, generate meaningful reports from data, identify and evaluate solutions and translate into decisions and actions • Experience in data analysis, with the ability to identify root causes, propose solutions to solve the problem and execute on plan to implement • Monitor and review the team’s metrics to improve functional and operational efficiency • Identify & drive opportunities to enhance service delivery and customer experience • Ability to complete root cause analysis on service misses as well as partnering with other teams to understand the root cause and execute the resolution • Ensure adherence to Quality norms and processes • To be able to provide hands-on support whenever required Requirements: Experience in business analytics and ability to identify problems and provide resolutions Experience using Excel, Tableau and/or other data analysis tools Experience in leading a team with an emphasis on outcome metrics Works well within a team as well as on your own

Interested candidates apply through the below link. Apply before the link expires.
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Note: Only shortlisted candidates will receive the call letter for further rounds.