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Avalara Technologies
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Queue Analyst

Queue Analyst

Avalara Technologies

2 - 5 years

4 - 8 Lacs

pune

Posted:None| Platform:

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Skills Required

salesforce queue management escalation management global support coordination case management case backlog tracking servicenow ticket management incident management incident handling sla management case triage

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

You'll be the nerve center for managing incoming customer support cases across our global queue. Your job is to make sure every case lands where it should, on time, and with zero guesswork. You'll spot bottlenecks before they become problems, keep SLAs intact, and help teams stay thoughtful by flagging what needs attention.

You will have to work from Pune location and need to work in US business hours. You will report to Manager, Product Support

Job Details

Triage & Routing
Stay on top of all incoming support cases. Make sure they're routed based on case type, customer entitlement, and urgency. Reassign misrouted or unclaimed cases to prevent SLA breaches.
SLA Watchdog
Track aging cases and flag anything nearing breach or escalation. Notify the right team leads with enough time to course-correct.
Case Hygiene Oversight
Keep an eye on backlog health. Monitor for patterns of case stagnation and report recurring issues that might need escalation or process changes.
Queue Health & Load Balancing
Review staffing coverage and ticket volumes across time zones. Monitor for overloads, handover breakdowns, and under-resourced shiftsespecially during regional holidays or spikes in volume.
Data-Driven Process Optimization
Identify trends in routing failures or delays. Work with Support Ops and Team Leads to refine workflows and eliminate friction. Feed into reports that help drive queue performance and customer experience.

Qualifications

Strong attention to detail with a systems mindset
Prior experience in a support, operations, or service delivery environment
Comfort working across multiple tools (CRM, ticketing systems, dashboards)
Familiarity with SLAs and customer entitlement models
Excellent communicator with a bias for proactive problem-solving
Willingness to work in a global support model (e.g. handovers, time zone coordination)

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Avalara Technologies

Software Development

Durham NC

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Queue Analyst