Febin George
Customer Interaction Specialist at Cloudera | Founder and Lead Pastor at Light Life | St. Joseph\'s University
- Role
- Customer Interaction Specialist at Cloudera
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Febin George
Founder with a demonstrated history of working in the customer facing roles. Skilled in…
Experience
Customer Interaction Specialist
Feb 2021 — Present · Bengaluru, IN
Triage, diagnose and escalate customer inquiries when applicable during the call or through other communication channels.• Dealing with high priority customers over call to understand their requirement and communicate the same to the support engineers on the floor.• Queue management and coordination process by owning customer escalations, managing the unassigned queue, and assigning cases to engineers.• Collaborate and share solutions with both customers and Clouderans.• Investigate process-related issues both for particular customers and for commontrends that may arise.• Handling customer escalations for support accounts to ensure that the proper channel of effective communication in maintained in between the customers and support engineers.• Shadow support engineers to pick cases, to monitor their cases for SLA\'s and Support Update Frequencies and maintain SLA timelines. • Managing administrative cases as well as responding to mission-critical systems and production customers.• Building long term successful relationships with customers, front-line engineers, and FL Management as a dedicated customer engineer.
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