Customer Support Representative

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 a Customer Support Representative to join our Customer Support team in Trivandrum, reporting to the manager of Customer Support. In this role, you will be responsible for resolving Infoblox customers' questions through phone calls, email, chat, and support tickets. You will be the first point of contact for our global customers and will collaborate with various teams to find solutions for our customers. You will gain exposure to cutting-edge Internet security technologies and will stay current through the ever-evolving training curriculum and learning opportunities we offer. This is an exceptional opportunity to join a strong, growing, successful, and innovative organization. Infoblox allows you to thrive in a unique work environment where the emphasis is on career growth, excellence, innovation, and collaboration.

You're the ideal candidate if you are a strategic thinker who is driven to collaborate across teams, operates independently, and is motivated by deadlines and achieving excellent results.

What you'll do:

• Answer customer questions through phone calls, chat, email, and support tickets
• Take ownership of customer issues and see problems through to resolution
• Provide support for Infoblox customers and partners
• Create a customer-first culture through customer satisfaction metrics
• Engage other teams—like Renewals, Logistics, Sales, IT, and Orders—through effective cross-functional collaboration
• Ensure Infoblox values are demonstrated in every internal and external communication
• Create and update knowledge base articles on existing and new solutions
• Approach your work in a timely manner and with a high level of accountability
• Support a 24x7x365 organization by working rotational shifts, taking on-call responsibilities, and being flexible with your schedule

What you'll bring:

• Demonstrated customer support experience of 1.5 years or more with U.S. or UK customers in a voice-based environment
• Ability to communicate in a clear and friendly manner without pronunciation or grammatical errors
• Ability to multi-task without compromising the quality of your interactions
• Able to prioritize between tasks without affecting customer satisfaction
• Excitement to solve customer issues
• Ability to quickly grasp terminology, processes, and workflow in a short period
• Experience in using Microsoft Office applications—Outlook, Word, and Excel
• Strategic thinking to find new and efficient ways to solve customer issues
• Outstanding organizational and analytical skills
• Bachelor's degree or relevant experience is required

What success looks like:

After six months, you will…

• Perform in shift roles, like bullpen, standby, and weekend shifts
• Work with other teams, including IT, Engineering, and Logistics to resolve customer issues
• Handle high-priority customer interactions

After about a year, you will…

• Be well acquainted with various administrative and licenses issues faced by network admins
• Solve complex customer issues independently
• Create and publish customer-facing knowledge base articles
• Work on becoming a features expert

We've got you covered:

Our holistic benefits 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 Provident Fund with company matches and generous paid time off to help you balance your life. We have a strong culture and live our values 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 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 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. Check out what it's like to be a Bloxer . We think you'll be excited to join our team.