Tableau Software Technical Operations Assistant (Temporary) in Seattle, Washington

Technical Operations Assistant (Temporary)

Department: Operations

Location(s): Seattle, WA

Tableau Software is a company on a mission. We help people see and understand their data. After a highly successful IPO in 2013, Tableau has become a market-defining company in the business intelligence industry. But don’t take our word for it—read what analysts like BARC and Gartner have to say about us. (Spoiler: You’ll find terms like “Leader” and “#1.”)

Tens of thousands of companies and organizations have chosen Tableau. From the executive suites of Fortune 500 companies to the jungles of Central America, from immunology research labs to high school robotics club meetings, our software can be found anywhere people have data and questions. Additionally, journalists, bloggers, and major media web sites have embraced our free product, Tableau Public, for its ability to help them share data online in the form of interactive visualizations. Check out all of our products at: www.tableau.com/product-tour at http://www.tableausoftware.com/product-tour .

Tableau’s culture is casual and high-energy. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Tableau offers exceptional professional and financial growth potential.

To learn more about Tableau’s mission, please visit: http://mission.tableau.com at http://mission.tableausoftware.com.

Description

What you'll be doing... *LI-BF1

As a Technical Operations Assistant you will be responsible for managing the intake of tickets from the business community, ushering them through the triage process, and resolving and escalating production support issues with appropriate urgency. This role requires the ability to work within time constraints, act with good judgment in complex situations, and be able to take effective action in ambiguous situations. This is a full-time temporary position through the end of 2017

Some of things you'll be doing include...

  • Serve as the face of the Enterprise Applications teams to internal customers

  • Act as a liaison between Enterprise Applications and internal customers; understand and provide explanations to non‐technical people about the functionality of the different systems

  • Review, triage, and assign incoming requests to the Enterprise Application team

  • Scope tickets for clarity of issue, permissions, and perform initial analysis of issues

  • Collaborate with business and technical experts to troubleshoot and resolve production support issues

  • Propose solutions and process flows based on the requirements gathered

  • Acquire operational and business knowledge of how systems are used by internal customers

  • Provide consistent updates to ticket reporters, while following up with dev and analyst teams to drive issue resolution

  • Effectively document and communicate issues via ticketing system, email, and phone

  • Create and maintain internal troubleshooting documents for commonly reported issues

  • Prepare reporting related to ticket inflow analysis and make it available to stakeholders

  • Participate in special projects as needed

  • Other duties as assigned

Who you are...

  • Educated. B.S degree or equivalent work experience.

  • Experienced. 2yrs+ experience in transactional workflows or project management support. 2yrs+ experience facilitating solutions between business and technical teams.

  • Knowledge. Familiarity with ITIL processes and procedures.

  • Tech Savvy. Proficiency in Microsoft Windows and MS Office products. Experience with Salesforce or other CRM system (preferred).

  • Analytical. Experience analyzing data hands-on and using analytic software products.

  • Outstanding customer service skills. Professional phone and email etiquette and strong presentation skill. Builds collaborative relationships with team members at all levels and in all roles.

  • Customer Focus. Establishes great rapport and possesses a successful track record working with customers.

  • Attention to detail. Quick to break down issues to discover root cause by digging into the details and still seeing the big picture.

  • Results Oriented. Skilled at multi-tasking and prioritizing work, changing focus throughout the day, and meeting tight deadlines. Excellent troubleshooting, documentation, and communication skills.

  • Flexible . Comfortable working varied hours to accommodate volume fluctuations caused by sales cycles, seasonality, emergencies, etc.