Online River, LLC · 4 months ago
Service Centre Analyst
United States
Full-time
Remote
New Grad, Entry Level
$28/hr - $34/hrOnline River, LLC is a company specializing in delivering innovative solutions and exceptional services to meet diverse client needs. They are seeking a dedicated Service Centre Analyst to support service operations by analyzing data, identifying trends, and providing insights to enhance service delivery efficiency and effectiveness.
Security & Investigations
No H1B
Security Clearance Required
Responsibilities
Collect, analyze, and interpret data related to service center operations, including service requests, performance metrics, and customer feedback
Generate regular reports and dashboards to present findings and insights to management, highlighting key performance indicators (KPIs) and areas for improvement
Identify inefficiencies in service center processes and recommend improvements to enhance service delivery and customer satisfaction
Assist customers with inquiries, provide troubleshooting support, and resolve issues in a timely manner, ensuring a positive customer experience
Work closely with cross-functional teams, including IT, operations, and customer service, to ensure alignment on service initiatives and objectives
Provide training and support to new team members on processes, systems, and best practices to ensure effective service delivery
Monitor service interactions for quality and compliance, providing feedback to team members to enhance performance
Maintain accurate records of service requests, resolutions, and customer interactions in the service management system
Monitor service trends and issues, proactively identifying potential problems and recommending solutions to prevent recurrence
Participate in special projects and initiatives as needed to support the service center's goals and objectives
Qualification
Required
Bachelor's degree in Business Administration, Information Technology, or a related field
Proven experience in a service center or support role, with a strong understanding of service operations
Proficiency in data analysis tools and software, such as Excel, Tableau, or similar
Excellent problem-solving skills and a customer-focused mindset
Strong verbal and written communication skills
Ability to work independently and as part of a team in a fast-paced environment
Preferred
Familiarity with service management systems (e.g., ServiceNow, Zendesk)
Benefits
Medical Insurance
Vision and Prescription
Dental Coverage
Company
Online River, LLC
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase