We're looking for a
Customer Support Operations Analyst | Pune or Hyderabad | Hybrid
We are seeking a highly organized and proactive Support Operations Analyst to join our team. In this role, you will collaborate with the Support team to optimize operations and improve overall efficiency. Your expertise will help streamline workflows, improve data integrity, and provide data-driven insights to enhance the Customer Support team's productivity and drive continuous improvement.
In this role you will...
- Partner with Support leadership to understand business objectives and develop operations strategies to support these objectives
- Assist the Support team with technical issues or questions related to Salesforce, phone systems, or other support tools.
- Participate in User Acceptance Testing (UAT) for any of Global Customer Support tool projects (Salesforce, Jira, SearchUnify, etc.)
- Identify trends, bottlenecks, and areas for improvement to inform decisions and optimize workflows.
- Act as a liaison between the Support team and IT or other departments for issue resolution.
- Assist with the development and refinement of standard operating procedures (SOPs) for the Support team.
- Collaborate with team members from all around the world.
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You've got what it takes if you have...
- Salesforce Administrator Certification or equivalent experience
- Experience with CRM integrations and workflows.
- A solid understanding of Support best practices and KPIs
- Familiarity with business intelligence tools (e.g., Tableau, Power BI) and experience with creating reports for business users.
- Previous experience in a customer support environment.
- Microsoft Office experience (Excel, Word, PowerPoint)
- Superior written and verbal communication skills.
- Willingness to work in shifts, if required. (mostly US shifts).
This role will require...
Previous experience with Salesforce or other CRM
· Excellent analytical skills and experience with data reporting and interpretation.
· Strong communication skills and the ability to work cross-functionally with teams.
· Problem-solving abilities and a customer-focused mindset.
· Ability to manage multiple tasks and prioritize effectively in a fast-paced environment #LI-Hybrid
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