Sales Analyst

Essential Functions:

Perform problem analysis, triage, correction of issue, and root cause analysis, including engaging technical resources when necessary

Proactively improve the user experience by identifying, recommending and implement process improvements to ensure a positive customer experience

Involvement in support quality management; including metrics analysis, quality checks, and process improvements

Confirm scope of engagements with customer and account team, obtain timeline and source projects based on skill set requirements and geographic location

Communication Skills- Able to document clear understanding of the issue and action plans while also providing timely status updates

Often responsible for non-routine and unstructured tasks, requiring creative solutions

Ability to work collaboratively in a fast-paced environment and with business maturity to balance demands and changing priorities

Ability to apply learned experiences and knowledge in solving routine to moderately complex problems

Effectively communicate with employees in other departments and functions

Be a proactive contributor and subject matter expert

Queue management support and assignment

Training content development and training delivery as required

Generate team status reports

Follow up on open items

Analyze impact of system changes on process, document and communicate the changes

Mandatory Requirement

Recommended 5+ years of work experience or equivalent

Should be flexible to work in 24*7 shifts (including weekends). We work in 4 shifts (6 AM to 3PM, 2 PM to 11 PM, 5 PM to 2 AM and 10 PM to 7 AM) at this time, but it is subject to change as per business requirements. The shifts can be rotational or non-rotational and as per the Roster. The candidate should apply for this position only if they are in agreement with the shift requirements.

Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and ambiguous situations.

Must adhere to NetApp’s Thrive Together requirements. The current requirement for Bangalore based employees is to work from office for 2 days per week.

The team is currently undergoing Rebranding; there is possibility that the responsibilities can be revised sooner or later. Candidates should apply if they are adaptive to changing business needs, responsibilities, willing to cross skill, contribute to learning and new process implementations.

Candidates must demonstrate adaptability and flexibility in assuming new and changing responsibilities and actively contribute to balancing the team's workload.

• Completed Bachelors or Masters Degree.
• Typically requires a minimum of 5 years of related experience.