Working at Atlassian
Atlassians can choose where they work whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Do you thrive in dynamic environments where managing competing priorities and multitasking are key? Are you someone who can maintain grace under fire while working with larger support teams to achieve operational goals? As a Queue Manager, you will serve as the traffic controller for the Atlassian Migration Support team. In this role, you'll be responsible for monitoring, triaging, and responding to fluctuations in ticket volume, ensuring tickets are assigned to the best engineer based on support type and complexity. This role requires focus, energy, and commitment to preserve contracted SLA targets while prioritizing critical customer issues.
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As a Queue Manager, you'll collaborate closely with operations to monitor incoming queue volumes, ensuring optimal SLAs are achieved for consistent performance. Your problem-solving skills will continuously deliver value to the management team and enhance customer response. Additionally, you'll manage dedicated ticket queues, prioritizing work and assigning it to technical resources to resolve end-user concerns while meeting planned migration dates and objectives. Adaptability and the ability to independently prioritize tasks in a dynamic environment are essential for success in this role.
External Requirements
- 3+ years of experience in a product support/contact center/command center environment
- 2+ years previous experience in a queue manager or command center role
- 3+ years of experience in working with Enterprise customers in SaaS environments.
On the first day, we'll expect you to have:
- Keep an eye on ticket queues and assign them to the right people for quick fixes.
- Make sure we meet our Service Level Agreements (SLAs) by managing ticket flow.
- Reassign tickets that don't fit to the Migration Support Team.
- Ensure tickets are assigned properly and resources are used efficiently.
- Work with different teams to keep customers happy.
- Create daily reports on ticket status and SLA performance.
- Summarize end-of-day results to show how well we met our goals.
As a Queue Manager you will...
- Monitor and Manage Ticket Queues: Oversee ticket queues to ensure SLAs are maintained and tickets are assigned appropriately.
- Real-Time Ticket Assignment: Assign tickets based on Service Level and complexity, ensuring timely assignment.
- Collaboration and Communication: Work closely with operations and support engineers to maintain service levels and address critical customer issues.
- Reporting and Analysis: Prepare daily and summary reports on ticket status and SLA attainment.
- Continuous Improvement: Use problem-solving skills to deliver value to the management team and improve customer response.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh.