Escalation Analyst
4 weeks ago
It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s 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% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and 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 you’ll do:
Serve as the primary point of contact for customers with complex issues that require escalationHandle customer inquiries and complaints, providing resolution in a timely and professional mannerMaintain up-to-date knowledge of company products, services, and policiesEscalate customer issues to the appropriate department or team member, following established protocolsKeep detailed records of customer interactions, documenting all correspondence and actions takenMonitor customer satisfaction levels and identify areas of improvementGenerate reports on customer escalations, trends, and root causesTrain new customer service representatives on company policies and proceduresServe as a subject matter expert on customer service escalated issuesWhat you’ll bring:
4+ years of customer service experience, including solid commercial awareness and commitment to customer satisfactionFluency in English in verbal and written formExcellent written and verbal communication skills, presentation skills, and the ability to facilitate customer relations at all levelsA self-starter mentality, resilience, and the ability to work under pressure without supervisionAbility to demonstrate leadership at all times, maintaining professional decorum and a 1positive attitude, and taking responsibility and accountabilityExcellent problem-solving skillsGood time-management and organizational skillsUnderstanding and strong interest in DDI products is a plusExperience with Infoblox, DNS, and DHCP is a plusWhat success looks like:
After six months, you will…
Understand and drive escalations to closure across InfobloxFacilitate cross-functional collaboration to educate and drive resolutionAfter about a year, you will…
Develop and document processes for keeping track of customer service trends and identifying areas where improvement is neededRecommend process improvements to managementWe’ve got you covered:
Our holistic package includes coverage of your health, wealth, and wellness—as 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 every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.
Why Infoblox?
We’ve created a culture that embraces 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 you’re 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.
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