Global Queue Coordinator I (GQC)

Support Engineering Team Member

Are you a detail-oriented professional with strong communication skills and a passion for managing customer support processes? If so, you will thrive on our team, where you will have the opportunity to work collaboratively in a hybrid environment, directly contribute to enhancing customer satisfaction, and play a key role in optimizing our support queue management efforts in a rapidly growing organization

About the Team

The Support Engineering team at Nutanix is a dynamic group located in Bangalore, dedicated to providing exceptional technical support and customer service to our clients. The team's mission is to ensure seamless operations and enhance customer satisfaction by effectively managing support requests and incidents. With a culture that values collaboration, innovation, and continuous improvement, team members are encouraged to share ideas and work together to resolve issues efficiently, fostering a positive environment that prioritizes both employee engagement and customer success. You will report to the Manager of Worldwide Support, who is known for their approachable leadership style and focus on mentorship, enabling team members to thrive in their roles. The work setup for this position is hybrid, allowing for flexibility with a combination of remote work and onsite presence, with team members required to come into the office a few days a week to facilitate collaboration.

Your Role

• Monitoring queues and ensuring cases are assigned and accepted and initial response/customer connect is made as per the SLA, by appropriate resources for troubleshooting.
• Ensure the correct case priorities are set and honoured.
• Reduce the customer wait time for cases both via web and phone queue.
• Notify the on-shift duty manager about a critical situation.
• Ensuring appropriate staffing to manage the phone queue.
• Monitor and update workforce availability on support tools.
• Make a customer contract via phone or email to keep them updated on the progress of the case assignment.
• Work closely with the local support team (SRE and managers) as well as global support teams.
• Weekly, monthly and quarterly reporting as required by the support management for operational efficiency.
• Monitoring the support tools and BOTs and collaborating with the tools team to ensure their effective functioning

What You Will Bring

• Bachelor's degree in engineering and/or science or equivalent. A masters in business or understanding of support business function would be an advantage.
• Overall 4 to 6 years of customer facing or support role along with 2+ years experience in Support Queue Management or a similar function (workforce, operations management) in a customer-facing role
• Excellent verbal and written communication skills in English with attention to detail.
• Should clearly understand the support metrics and MBOs - Cases, queue, SLA, IR, escalation handling, NPS, CSAT etc
• Experience of working with Cloud/SaaS teams and exposure to Salesforce would be an advantage
• This role will have rotational shift involved and will have to work across time zones
• Will have addition duties of Staffing, Reporting, Trend Analysis for Queue Manager team and Shift Lead role

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.