Job Description

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

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