Service Operations Associate
CyberArk
- Hyderabad, Telangana
- Permanent
- Full-time
- Support user access provisioning requests for technical and partner communities, ensuring timely response and accurate completion.
- Troubleshoot user login and functional issues until resolution.
- Fulfill resource scheduling requests for Security Services engagements, including but not limited to creating/updating resource requests, tracking availabilities, confirming engagement dates and times with customers and partners, and creating/updating resource assignments.
- Collaborate with internal and external stakeholders to prioritize requests based on business needs.
- Triage and escalate user access and resource scheduling requests to other team members based on defined SLAs.
- Assist the manager in conducting user access and resource scheduling review processes to ensure policy compliance.
- Assist initiatives to provide continuous improvements and scale with volume growth.
- Adhere to standard operating procedures and runbook to ensure consistency of quality and operational excellence.
- Bachelor's degree.
- Professional experience (3 years+) in a customer support role.
- Ability to work independently and prioritize requests by business goals in dynamic and fast-paced working environments.
- Ability to collaborate and communicate effectively with multiple departments within the organization.
- Highly organized, responsive, and energetic.
- Excellent English skills, including verbal and written communication.
- Working knowledge of Salesforce and FinancialForce software preferred
- Familiarity with resource allocation and scheduling experience is a plus.
- Customer First: Constantly strive to understand our customers and their needs from the perspective of the Service Operations, providing excellent customer experience and operational excellence.