Escalation Analyst

3 weeks ago

Bengaluru Bangalore, India timesjobs Full time
Escalation Analyst Customer Service
Location: Bangalore, India; Trivandrum, India
Description:
Its an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazines Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70 PERCENT of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologiesand having fun along the way.
We are looking for an Escalation Analyst to join our Enterprise Support team in Bangalore, reporting to the senior director of our Customer Assurance Program. In this role, you will help customers maximize network availability and functionality by helping them expedite open service requests and RMAs. You will collaborate with other Infoblox teams to achieve these goals and help customers overcome challenges while interacting with other client organizations. You will analyze large volumes of data and effectively present your findings to decision-makers so they can easily understand the premise and take appropriate data-driven actions.
You are the ideal candidate if you are a detail-oriented collaborator who loves data and is obsessed with making customers happy.
What youll do:

Serve as the primary point of contact for customers with complex issues that require escalation
Handle customer inquiries and complaints, providing resolution in a timely and professional manner
Maintain up-to-date knowledge of company products, services, and policies
Escalate customer issues to the appropriate department or team member, following established protocols
Keep detailed records of customer interactions, documenting all correspondence and actions taken
Monitor customer satisfaction levels and identify areas of improvement
Generate reports on customer escalations, trends, and root causes
Train new customer service representatives on company policies and procedures
Serve as a subject matter expert on customer service escalated issues

What youll bring:

4 years of customer service experience, including solid commercial awareness and commitment to customer satisfaction
Fluency in English in verbal and written form
Excellent written and verbal communication skills, presentation skills, and the ability to facilitate customer relations at all levels
A self-starter mentality, resilience, and the ability to work under pressure without supervision
Ability to demonstrate leadership at all times, maintaining professional decorum and a positive attitude, and taking responsibility and accountability
Excellent problem-solving skills
Good time-management and organizational skills
Understanding and strong interest in DDI products is a plus
Experience with Infoblox, DNS, and DHCP is a plus

What success looks like:

After six months, you will

Understand and drive escalations to closure across Infoblox
Facilitate cross-functional collaboration to educate and drive resolution

After about a year, you will

Develop and document processes for keeping track of customer service trends and identifying areas where improvement is needed
Recommend process improvements to management

Weve got you covered:
Our holistic benefits package includes coverage of your health, wealth, and wellnessas well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our values every daywe believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.
Why Infoblox?
Weve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether youre a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what its like to be a Bloxer. We think youll be excited to join our team.

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