Riverbed Technology, Inc.

  • Customer Care Analyst

    Job Locations GB-Bracknell
    Req No.
  • Company Overview

    Riverbed solutions help companies transition from legacy hardware to a new software-defined and cloud-centric approach to networking and application delivery for the digital age. The Riverbed Application Performance Platform™ takes Riverbed’s SD-WAN solution for agile networking that really works, and adds to this digital backbone industry-leading solutions for WAN optimization and hybrid networking, for branch IT orchestration, and for end-to-end visibility from device to cloud. All these solutions are integrated in a flexible, modular, digital architecture that delivers any apps, data and services from any public or private cloud across any network to any end-point, with the best possible user experience as determined by business policy.


    Riverbed is a pre-IPO opportunity with over $1 billion in revenue headquartered in San Francisco with branch offices around the globe.


    About this Position


    Title:  Customer Care Analyst

    Function:  Technical Assistance Center

    Reports to:  Manager, Customer Care
    Location(s):  Bracknell, UK





    The purpose of the Customer Care Analyst is to delight Riverbed customers by providing quality customer support in a fast paced global organization.  Work directly with customers that require support website assistance, software licensing support, on-site technical assistance, service part replacements through expedited order fulfillment, tracking, problem resolution and excellent communication.


    The scope of work includes a direct working relationship with Riverbed end-users, sales distribution partners, internal staff, field engineering partners, logistics and transportation partners.


    Riverbed Worldwide Support operates within a 24 x 7 x 365 environment. The job holder will be expected to be available as required and will participate in ”out of normal business hours”, on-call customer licensing and fulfillment programs.



    • Maintain strong and positive working relationships with Customer Care Team peers.
    • Troubleshoot customer issues, including login problems, password problems, asset information, and account information. Work with Sales Operations team and IT as necessary to resolve account issues.
    • Assist customers with license activation across all product lines.  Make the product installation experience easy for customers by illustrating a seamless licensing and activation process. Become an expert at all product line activation.  Handle semi-technical support cases.
    • Ensure all orders and requests for licenses are fulfilled and acknowledged.  Interface with I.T. and sales operations to resolve license delivery errors.
    • Manage License Support cases from start to finish ensuring swift resolution of customer requests.  Working out of a support queue, self-start and take case hand offs from other Customer Care Analysts or Escalation Engineers.
    • Data analysis and reporting to audit and troubleshoot license fulfillment problems.
    • Manage and collaborate with IT on minor system enhancement requests and bug fixes.  Drive technical resolution to correct root cause rather than per incident issues.
    • Business process analysis and improvement through experience and feedback to the Customer Care team. 
    • Superior skills in learning new software as well as testing and debugging applications.
    • Dispatch and organize time critical shipments for premium customers.
    • Monitor all in-transit and urgent dispatches to guarantee on-time delivery, resolving any issues and ensuring that the customer is kept informed of any delays.  Maintain strong and positive working relationships with 3rd party vendors.
    • Monitor all outbound service orders created by Riverbed Escalation Engineers to ensure that they are processed within agreed timescales by Riverbed’s partners and manufacturing teams, ensuring equivalent licenses are delivered on time.  Troubleshoot and correct dispatch errors.
    • Perform the real time completion of all Oracle/SalesForce.com and License server transactions to ensure that Riverbed’s systems accurately reflect customer, product, shipment and inventory positions.
    • Pro-actively work with Riverbed’s customers, sales distribution partners and internal functions to ensure that customer’s installation addresses are correctly recorded both in Riverbed’s and its field engineering partners’ systems.
    • Process documentation and ability to train and educate Riverbed staff and customers on licensing processes


    Key Skills/Experience


    • Three years plus experience directly interfacing with end-user customers and sales distribution channels in the High Technology or Customer Service industry (not retail).
    • Strong analytical and problem solving skills to resolve software activation issues and semi-technical support cases
    • Basic working knowledge of inventory management and financial systems. Experience both transacting in a database and researching historical database transactions, preferably contracts or order management modules.
    • One (1) year plus experience working with international transportation carriers and brokers to resolve import and export issues for high technology products.
    • One year (1) plus experience working with Oracle and/or SAP. Experience working with Sales force is an advantage.
    • Proficiency in Microsoft Office specifically Excel, PowerPoint and Outlook, particularly managing a high volume of email.
    • Excellent written and verbal business communication skills. Practiced soft skills a must.
    • Experience working with Customer Installed Base, Support Contracts and Licensing systems
    • Technical writing
    • The ability to speak multiple languages is a bonus



    • High School Education (with relevant experience)
    • 4 year university education in Sciences or Arts

    About Riverbed

    If you are a high-achiever who wants to be part of a dynamically growing, billion dollar plus company, then you should look closely at Riverbed.  We offer the rewarding experience of working with the best minds in the industry that are changing the world through cutting edge technology and applications. The company has been recognized multiple years for attracting and retaining today’s top talent as a great place to work by Glassdoor, Fortune magazine’s 20 Great Workplaces in Tech and by numerous other publications.


    Learn more at www.riverbed.com. 


    Riverbed is proud to be an affirmative action (AA) and equal employment opportunities (EEO) employer.  All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.



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