This role will allow getting a complete understanding of the Cloud Billing process, create a knowledge base of frequently asked questions, create process maps and improve the process.
DUTIES AND RESPONSIBILITIES• Act as the focal point to receive all Billing queries (including License management) from the Ensono community (including Customer Success Managers, Project Managers, and Onboarding Managers). These queries may additionally have been raised on behalf of the customer • To ensure each query is logged promptly, in the appropriate Request Management tool (ServiceNow). • To respond to and consistently resolve the query, based upon all knowledge and information to hand. • Escalate the billing query following an agreed Escalation process if the query cannot be resolved locally. • Generation of the Optimization reports and Reserved Instance Assessment reports for Public Cloud customers (usually once a month) through a consistent and documented process.
• Experience of having worked in a similar FinOps role (3 years+) • Billing support background • Previous experience in a customer service role
• Excellent Verbal and Written Communication Skill • Mid level excel knowledge • Strong attention to detail