Customer Support Representative

As a Customer Support Representative at Infoblox, you will play a crucial role in resolving customer queries through various channels such as phone calls, emails, chat, and support tickets. You will be the primary point of contact for global customers, collaborating across teams to provide effective solutions. Your responsibilities will include taking ownership of customer issues, ensuring customer satisfaction, creating knowledge base articles, and demonstrating Infoblox values in all communications. **Key Responsibilities:** - Answer customer inquiries via phone calls, chat, email, and support tickets - Take complete ownership of customer issues and see them through to resolution - Provide support to both Infoblox customers and partners - Cultivate a customer-first culture by monitoring customer satisfaction metrics - Collaborate effectively with teams like Renewals, Logistics, Sales, IT, and Orders - Maintain and update knowledge base articles for new and existing solutions - Prioritize tasks efficiently without compromising on customer satisfaction - Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities **Qualifications Required:** - Minimum 1.5 years of demonstrated customer support experience with U.S. or UK customers in a voice-based environment - Excellent communication skills with a clear and friendly demeanor, free from pronunciation or grammatical errors - Ability to multitask effectively while maintaining quality interactions - Excitement to solve customer issues and willingness to learn quickly - Proficiency in Microsoft Office applications such as Outlook, Word, and Excel - Strategic thinking abilities to innovate efficient solutions for customer issues - Strong organizational and analytical skills - Bachelor's degree or relevant experience is a must As you progress in this role, after six months, you will be expected to perform shift roles, collaborate with various teams, and handle high-priority customer interactions. After about a year, you will be well-versed in administrative and license issues faced by network admins, capable of solving complex customer issues independently, creating customer-facing knowledge base articles, and becoming a features expert. At Infoblox, you will not only receive a competitive salary and benefits package but also have access to a supportive work environment, employee programs, and a strong company culture. The company values transparency, curiosity, respect, and above all, having fun while delighting customers. Infoblox is committed to diversity, equity, and inclusion, fostering innovation, curiosity, and creativity among its employees. If you are looking to grow and develop your career in a dynamic and supportive environment, Infoblox is the place for you.,