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Job Post
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Cloud Success Specialist

MAQ Talent Solutions Inc. Posted: 1 Month Work From Home
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Description:

Salary range - Php 60,000 - Php 90,000

Purpose of Position
Cloud Success Specialists provide inbound and outbound support to all Umbrellar Cloud customers through case
management, monitoring of customer environments and coordinating incident management.
The role is 100% customer focused enabling customers to maximise their use of Umbrellar products, services and
support.
The Cloud Success Specialist is tasked with identifying opportunity for customer growth through Umbrellar solutions
and provide feedback into our Managed Services team for improvements to existing and future service offerings.
Responsibilities of the position:
• Delivery of consistent Inbound and Outbound case management (phone, email and live chat), resulting in
customer satisfaction and growth
• Identification of suitable solutions to enable customer success in the cloud economy
• Facilitate the customer purchase journey through the ongoing promotion of Umbrellar products and services
• Monitor customer environments for reactive event and incident management and ensuring resolution of issues
within agreed service levels
• Identify process and system improvement initiatives
• Operational tasks as directed by Service Operations Lead
• Pro-actively comply with all Company, Legislated and / or Industry-mandated data security standards, policies,
procedures, and practices
• Participation in an on-call roster
Key Relationships
Internal
• Cloud Operations Team
• Cloud Platform Team
• MyCSP team
• Senior Leadership Team
External
• Umbrellar Cloud Customers
Person Specification
• 3+ years’ experience in a support / call centre role
• Industry product experience – preference for Microsoft Azure, VMWare, Linux and Microsoft Windows.

• Knowledge of the wider ICT industry and technologies
• Proactive in seeking out tasks to compliment customer requirements
• Excellent written and verbal communication skills
• Adaptive to change – operational and technology
Personal attributes and Values
• Self-motivation, initiative and drive
• Resilience and adaptability to operate in high pressure, deadline-driven environment
• Willingness to share knowledge and contribute to a “continuous learning” environment
• A commitment to customer service excellence
• Strong work ethic and high degree of professional integrity


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