- Line management of up to 12 Employees + 3rd party contractors, development of trainingplans, mentorship schemes, quarterly goal plans, as well as annual performance reviews.- Escalation Management - ensuring that cases with severe urgency / management visibility are handled from start to finish, including daily sync meetings, status reports, and RCA Documentation.- Heavily involved in the UAT/BAT testing of Tableau, providing granular data driven analytics ofengineers KPIs, overall case age tracking, and detailed case statistics, furthering our drive for eciencyand benchmarking for success with our customers/partners.- Oversaw the design workflow, and UAT/BAT of SupportLogic, allowing automation of alerts for Criticalcases/cases which will breach SLA, and individual sentiment analysis of the customers responses,providing us cases that have the potential to escalate.- Creating and simplifying escalations processes in order to reduce engineer -> R&D workload- Overhaul of Salesforce processes, such as enforcing close reasons for Support cases, mandatingeach case has a relevant documentation/knowledge base link attached prior to closure, and creatinga partner feedback system to track where our partners are not fulfilling their contractualobligations.- Have overseen projects which include reduction of Time To Close / Initial Response Compliance, reducing our average weekly case backlog from ~90 cases to ~30 cases, which continues to trend downwards.- Collaborating with our Professional Services, Customer Success Teams, and Operations management toensure a more holistic and product-focused approach to Support, and help prevent Support from beingsiloed within the organisation.- Conducted research and testing with the software development team/R&D in order to further understand and optimise Support Processes, allowing for a more self-sufficient mode of operations reducing the need to escalate to the development/R&D by enhancing our Knowledge Base

Vault Specialist Support Engineer, including roles such as:- Responding to customer inquiries and technical problems through web portal, live sessions, and telephone.- Handling Critical / Service outage events for customers/partners.- Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired specialist knowledge.- Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.- Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.- Participate in on-call rotation to provide 24/7 support for CyberArk's customers and partners.- Provide in-depth troubleshooting for all CyberArk components, including RCA and Critical outage resolution.

Within this role, I am responsible for delivering superior customer experience through the resolution of all inbound customer account queries, using extensive knowledge of the business and requirements to enhance the overall customer experience. I provide direct support for colleagues on Salesforce, onboarding processes and customer service queries, including technical issues for software, hardware, or SaaS products.As part of this role, I also provide coaching and mentoring for new and existing team members, ensuring the service provided by our team is consistent, efficient and approachable.Responsibilities• Identifying opportunities to improve the customer experience • Coaching Support for new starters and ongoing support for colleagues • Dissemination of change communications and embedding of message• Advanced knowledge of internal processes, and duty to explain and assist colleagues with issues, including highlighting to management any persistent knowledge gaps that require refresher training • Accountable for meeting and maintaining standards of quality and productivity for all customer queries including meeting agreed KPIs and SLAs • Testing errors to develop resolutions, and escalate issues to product teams and 3rd party stakeholders• Monitoring ticketing (customer emails) to adjust resource, escalate urgent queries and ensure oldest tickets are expedited• Taking on project work and manage complex customer impacting issues.• Remote Support sessions for end users• Completion of daily stats and work type reporting as required

Responsibilities:•Bug Testing and reporting for internal systems•Feedback and support through SAP•Responsible for resolving 1st and 2nd line user calls, contacting development teams, and assessing the suitability of new technology within the department• Responding to email and telephone queries from both internal and external customers with regards to products support, error reporting and first line support.• Managing customers’ expectations and dealing with difficult and challenging queries and complaints. • Act as the first point of contact for customer’s requests for changes to their accounts and subscriptions. • Support customers in managing personal, corporate and trade accounts. • Liaise with colleagues from all departments such as sales, editorial, marketing and billing departments. • Provide support for technical queries and direct customers to the correct support when I am unable to help.• Processing orders and delegating tasks to processing teams to amend accounts and set up subscriptions.