Concierge Representative

Confluent

8d

About The Position

Confluent Concierge Representatives work directly with customers to provide a range of key, non-technical, customer service-related activities, to address issues in the use of Confluent Cloud and Confluent Platform. Throughout all of these interactions, you’ll build strong relationships with customers while ensuring an exemplary support experience, and timely resolution to customer requests.

Requirements

• Experience diagnosing and resolving customer issues
• Desire to ensure customer success through direct interaction
• Outstanding written and verbal communication skills
• Detail-oriented, procedure-driven, with a keen desire for continuous improvement and efficiency

Responsibilities

• Working directly with customers — to resolve a wide range of non-technical issues with their Confluent deployments, such as registration or account creation requests (via call, email, chat, or social media platforms), ensuring high support quality and timely resolution to meet customer expectations.
• Proactively follow up with customers and utilize customer feedback loops to measure and ensure satisfaction, and continuously improve the delivery of support services.
• Contributing to process development — we’re looking for people who want to help lay the foundation for efficient growth and best-in-class culture
• Collaborating cross-functionally — with other Confluent teams and geographical regions, to achieve successful customer outcomes. This could include escalating to the appropriate team (when necessary), or passing customer feedback onto the Product or Sales team to improve the organisations' offerings
• Improving operational documentation — by authoring and continuously improving run-books used by the global team
• Embracing continuous adoption to changes in processes, actively seeking and learning new processes and skills to ensure personal and team effectiveness.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees