Escalation Analyst

4 weeks ago


Bengaluru, Karnataka, 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.

  • Bengaluru, Karnataka, India SNC-Lavalin Full time

    Job DescriptionWe're AtkinsRéalis, a world-leading Design, Engineering and Project Management organization. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services and project management company dedicated to engineering a better future for our planet and its people. We create sustainable...


  • Bengaluru, Karnataka, India SNC-Lavalin Full time

    Job Description We're AtkinsRéalis, a world-leading Design, Engineering and Project Management organization. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services and project management company dedicated to engineering a better future for our planet and its people. We create...

  • L2 SOC Analyst

    7 days ago


    Bengaluru, Karnataka, India Virtusa Full time

    L2 SOC Analyst Description L2 SOC Analyst profile with 5+ Years of relevant exp. Support Security Operations Center (SOC) as a shift lead, performing threat based detailed investigations, recommending incident detection methodologies, and providing expert support to incident response and monitoring functions. Be a technical and thought leader in driving...

  • SOC Analyst

    7 days ago


    Bengaluru, Karnataka, India Allstate Benefits Full time

    Job DescriptionThe Global Fusion Center - Incident Handling Level I Analyst is responsible for monitoring multiple security technologies and alert systems to engage in the detection and remediation of potential security events and incidents. The analyst will follow detailed operational process and procedures to appropriately analyze, escalate, and assist in...

  • SOC Analyst

    7 days ago


    Bengaluru, Karnataka, India Allstate Benefits Full time

    Job DescriptionThe Global Fusion Center - Incident Handling Level I Analyst is responsible for monitoring multiple security technologies and alert systems to engage in the detection and remediation of potential security events and incidents. The analyst will follow detailed operational process and procedures to appropriately analyze, escalate, and assist in...

  • Sr. Analyst

    7 days ago


    Bengaluru, Karnataka, India Optiv Security Inc. Full time

    The Senior Threat Analyst will provide deep-level analysis for client investigations utilizing customer-provided data sources, audit, and monitoring tools at both the government and enterprise level. The Sr Threat Analyst will work closely with our Technology Engineers, Architects, and Threat Analysts to service customers.How You'll make an impact High...

  • Sr. Analyst

    7 days ago


    Bengaluru, Karnataka, India Optiv Security Inc. Full time

    The Senior Threat Analyst will provide deep-level analysis for client investigations utilizing customer-provided data sources, audit, and monitoring tools at both the government and enterprise level. The Sr Threat Analyst will work closely with our Technology Engineers, Architects, and Threat Analysts to service customers.How You'll make an impactHigh level...

  • Business Analyst

    7 days ago


    Bengaluru, Karnataka, India Consilio LLC Full time

    OverviewOur Business Analyst plays a vital role as the "glue" in our project/task team. As our primary in-house client advocate, the Business Analyst works closely with the stakeholders, technical team, and SMEs to lead and facilitate discussions to understand the client's needs, ask clarifying questions, discuss alternative scenarios, and turn them into...


  • Bengaluru, Karnataka, India Barracuda Full time

    Job ID: 25-090Come Join Our Passionate Team At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers' journey. More than...

  • Business Analyst

    7 days ago


    Bengaluru, Karnataka, India Consilio LLC Full time

    Job Summary: Our Business Analyst plays a vital role as the "glue" in our project/task team. As our primary in-house client advocate, the Business Analyst works closely with the stakeholders, technical team, and SMEs to lead and facilitate discussions to understand the client's needs, ask clarifying questions, discuss alternative scenarios, and turn them...


  • Bengaluru, Karnataka, India Diversified Full time

    Job Summary: System Support analyst will be part of the Business Systems User Support team responsible for providing application support for the entire corporate user base for over 1500 employees nationwide. This person should have a successful track record of providing White glove support to all types of users within an organization.Primary...


  • Bengaluru, Karnataka, India WELLS FARGO BANK Full time

    About this role:The roles involves:-Working as a Supervisory Analyst to review and approve Equity Research publications in an industry leading Sell Side Equity Research team -Significant opportunities to learn, develop and work as an integral member of the front office teams in business.In this role, you will:Work as a licensed Supervisory Analyst closely...


  • Bengaluru, Karnataka, India Diversified Full time

    Job Summary: System Support analyst will be part of the Business Systems User Support team responsible for providing application support for the entire corporate user base for over 1500 employees nationwide.This person should have a successful track record of providing White glove support to all types of users within an organization.Primary Responsibilities:...

  • Systems Analyst

    7 days ago


    Bengaluru, Karnataka, India Tesco Bengaluru Full time

    Job DescriptionAct as first point of contact for any desktop/access/MAC OS troubleshooting related technology issues reported via Service Desk.Able to accurately capture all information required for investigation and diagnose technology issuesPrioritise issues based on impact and urgency; transfer or escalate where requiredHighlight wide impact issues and...

  • Systems Analyst

    7 days ago


    Bengaluru, Karnataka, India Tesco Bengaluru Full time

    Job DescriptionAct as first point of contact for any desktop/access/MAC OS troubleshooting related technology issues reported via Service Desk. Able to accurately capture all information required for investigation and diagnose technology issues Prioritise issues based on impact and urgency; transfer or escalate where required Highlight wide impact issues and...


  • Bengaluru, Karnataka, India Koch Global Services Full time

    Your Job * Working in a large-scale environment under minimal supervision performing tasks per predefined documented procedures * Monitoring interfaces and devices, domestic and global via a performance monitoring solution * Working with third party vendors and onsite contacts both during routine deployment and outages providing first level troubleshooting...


  • Bengaluru, Karnataka, India Koch Global Services Full time

    Your JobWorking in a large-scale environment under minimal supervision performing tasks per predefined documented proceduresMonitoring interfaces and devices, domestic and global via a performance monitoring solutionWorking with third party vendors and onsite contacts both during routine deployment and outages providing first level troubleshooting and...

  • Data Analyst

    7 days ago


    Bengaluru, Karnataka, India Australia and New Zealand Banking Group Limited (ANZ) Full time

    Data Analyst Data Analyst Req ID: Department: CFC - Finance Systems, Data and Innovation Division: Enterprise Finance Location: Bangalore About Us At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. At ANZ, we're applying new...


  • Bengaluru, Karnataka, India Tricog Health Full time

    About the Role: Title: Medical Operations AnalystRoles and Responsibilities:Roster preparation for ECG and ECHO team.Act as a liaison between the medical team and other departments (software, customer support, product support, etc.) to address or escalate any issues that arise, including involving the sales team for escalations.Management of leave and duty...


  • Bengaluru, Karnataka, India LTIMindtree Full time

    Skill – Business AnalystExperience - 8+ yrs ONLYLocation – Chennai/Bangalore/Mumbai/Pune/Kolkata/HyderabadNotice – Immediate to 30 DaysJOB DESCRIPTION::Business Analyst (ENERGY and UTILITIES Domain):Identifying and escalating risks and issues noticed during the requirements development phase to the Project ManagerTime management and...