Veterans Preferred - Queue Lead, Prisma Access

Company: Palo Alto Networks
Location: Plano
Posted on: May 3, 2021

Job Description:

Military Veterans are Encouraged to Apply. Company DescriptionAt Palo Alto Networkseverything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We are a company built on the foundation of challenging and disrupting the way things are done, and we are looking for innovators who are as committed to shaping the future of cybersecurity as we are.At Palo Alto Networks everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.Job DescriptionPalo Alto Networks, Global Customer Support is looking for a Technical Assistance Center (TAC) Queue Lead to help us manage the day to day operations within the TAC.TAC Queue Lead will be responsible for helping engineers manage their day and ensuring our customers are receiving support in a timely manner. In this role, you will coordinate the distribution of work tasks to TAC Engineers, monitors incoming call volumes and ensures even distribution among engineers based on workload, considers time-sensitivity of requests to ensure customer satisfaction and respond to escalations and ensure proper resources are assigned.To carry out this function effectively, our support solutions must be easily accessible, effective, reliable, and deliver results. You will collaborate with our Technical Support leadership team to identify process and staffing gaps and in-turn drive down ASA, ATR thereby increasing customer response times and customer satisfaction.Your ImpactMonitor queue for adherenceMonitor queue and track inbound and outbound interactions while keeping technical support engineers and management aware of day to day volumeInteract with customers to provide and process information in response to inquiries, concerns, and requests about Palo Alto Networks products and servicesManually assign cases when necessaryIdentify and escalate priority issues to the appropriate teamFacilitate warm hand-offs or transfers between support partners and PAN engineersFacilitate theatre and time zone realignmentsAssign maintenance events to engineers based on skillset and service levelMonitor long interactions to identify engineers who need technical assistance with issuesProvide the initial response to sales escalations and ensure the case is being worked appropriatelyProvide detailed interaction reports and scheduling changes to all levels of managementKeep track of attendance, daily statistics, paid time off, sick time, in WFM and adjust schedules when necessary QualificationsYour ExperienceExperience in Enterprise high technology Support Delivery and/or Support Quality roleSuccessful track record of delivering quality results in a complex environmentConsistent and disciplinedMeticulous and observantProven ability to develop effective, matrixed, cross-organizational relationships, collaborating and communicating across business and technology stakeholders and multiple geographiesSolid leadership skills; self-motivated and a self-starter with a "can do" attitudeHigh degree of professional confidence and credibility with effective presence, strong written and verbal communication skillsAbility to communicate technical concepts and plans at all levelsExperience in creating reports and communication for Senior Management audience in high pressure and time-critical situations Additional InformationThe TeamOur Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.Our CommitmentWe're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected] .Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

Keywords: Palo Alto Networks, Plano , Veterans Preferred - Queue Lead, Prisma Access, Other , Plano, Texas