Senior Customer Service Representative - Confluent

At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world. Confluent Customer Service Representatives work directly with customers to provide a range ofkey, non-technical, customer service-related activities, to address issues in the use of ConfluentCloud and Confluent Platform. Throughout all of these interactions, you’ll build strongrelationships with customers while ensuring an exemplary support experience, and timelyresolution to customer requests. 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 You Will Bring: 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 Prior experience in a SaaS environment, with a solid understanding of customer support operations, subscription-based business models, and service delivery. Proven ability to manage active customer escalations by working closely with customers and partnering with cross-functional internal teams to resolve high-impact issues. Good understanding of software vulnerabilities and CVE management, including software patching, versioning, and vulnerability triage. Demonstrated ability to dive deep into workflows and processes, use data to identify improvement opportunities, and drive process enhancements and product recommendations. India Software Engineering Remote Professional Bangalore, IN (0063) IBM India Private Limited