Senior Customer Care Analyst

Riverbed Empower the Experience Riverbed the leader in AI observability helps organizations optimize their users experiences by leveraging AI automation for the prevention identification and resolution of IT issues With over 20 years of experience in data collection and AI and machine learning Riverbeds open and AI-powered observability platform and solutions optimize digital experiences and greatly improves IT efficiency Riverbed also offers industry-leading Acceleration solutions that provide fast agile secure acceleration of any app over any network to users anywhere Together with our thousands of market-leading customers globally including 95 of the FORTUNE 100 we are empowering next-generation digital experiences Position Forming an integral part of a 24x7 Follow the Sun support model you will be part of a global team of highly skilled and passionate analysts This role primarily focuses on delivering remote assistance to our customers in the form of managing return merchandise authorizations RMAs to our contracted customer base and the organisation of onsite technical resources Additional responsibilities may include managing customer requests through to resolution handling licensing queries escalation management through interaction with other departments and customer success initiatives You will be encouraged to challenge the status quo and contribute new ideas and best practices to the benefit of the team At all times embracing change and demonstrate Riverbeds culture and values What you will do Respond to requests for the dispatch of and organisation of time sensitive shipments RMAs for all customers Monitor all outbound service orders to drive on-time delivery Assist customers with license activation across all product lines Act as a point of escalation and provide support guidance and mentoring to Customer Care Analysts Point of contact for internal and external requests for assistance including but not limited to inbound phone calls email requests and case queues Troubleshoot customer issues and resolve simple technical cases where possible Escalate complex technical issues to Team Lead management or Technical SMEs when required Join UATs User Acceptance Testing sessions and represent Customer Care Participate in an on-call shift rota Customer success driven through timely communication with our customers including but not limited to initial contact timely updates case resolution and escalation management Owning problems through to resolution using all available resources at your disposal Adoption and adherence to business processes and policies Understand and provide input into the teams key business drivers KPIs and how to be successful What makes you an ideal candidate Demonstrable problem-solving skills Demonstrable abilities to evaluate situations and recommend best course of action Good organisational skills Ability to contribute and write Knowledge Base articles Escalation and customer management Desirable Knowledge of Sales Force com SFDC and ORACLE Knowledge of the Riverbed Product suite What we offer Our employee benefits including flexible workplace policies employee resource groups learning and development resources career progression pathways and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent In addition our global employee wellness programs are crafted to support the physical emotional and financial well-being of our employees Benefits Perks vary by Country About Riverbed With a 20-year history of innovation Riverbed is agile yet proven and we are disrupting the market with differentiated solutions that enable our customers to deliver secure seamless digital experiences and accelerate enterprise performance While we are a xe2x80x98customer-first company we are all about our people with a shared commitment to creating a global impact We bring our best selves to work and pursue excellence trust and respect for one another We welcome diversity and value and encourage transparency and open communication throughout the company We strive to be an inclusive fair and enjoyable workplace for our people globally and care about their wellbeing We are committed to our people partners and customers while supporting the communities where we work and live Its the Power of WE that binds us together We want people of all backgrounds to see themselves represented and included in our work so we actively seek to diversify our team and bring more voices to the table We understand that when people can be themselves more is possible We would love to have more people on board to join us on our journey to be better every day So come speak with us about career possibilities at Riverbed Riverbed is an equal employment opportunity Affirmative Action EEO AA employer and provides equal employment opportunities EEO to all employees and applicants for employment without regard to race color religion sex gender sexual orientation gender identity or expression national origin age physical disability including HIV and AIDS mental disability medical condition pregnancy or child birth including breast feeding sexual orientation genetics genetic information marital status veteran status or any other basis protected by and in accordance with applicable federal state and local laws Check us out on LifeAtRiverbed Tags LI-SS1