Queue Analyst
- Avalara Technologies
- 2 - 5 years
- Pune
- 4 months ago
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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)
Job Classification
Industry: Software ProductFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: Avalara TechnologiesLocation(s): Pune
Keyskills: salesforce Queue Management Escalation Management Global Support Coordination Case Management Case Backlog Tracking Servicenow Ticket Management Incident Management Incident Handling SLA Management Case Triage
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