Agiloft · 5 hours ago
Global Support Operations Analyst
United States
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
Oversee the communication process for scheduled product updates, maintenance releases, and emergency patches to ensure customers are informed and prepared.
Collaborate with product, engineering, and support teams to coordinate release schedules and communicate potential impacts to customers.
Ensure customers are receiving timely, clear, and accurate notifications regarding upcoming product updates, maintenance, or issues.
Work with the support team to track and keep record of any regressive issues caused by product updates
Develop, document, and maintain standardized processes for managing mass customer communications.
Work with cross-functional teams to review and refine processes related to the support lifecycle, ensuring they align with industry best practices.
Actively contribute to continuous improvement initiatives within the enterprise support organization, focusing on enhancing service delivery, operational efficiency, and customer satisfaction.
Track and enhance key performance indicators (KPIs) for support operations, focusing on metrics such as CSAT, responsiveness, and closure rates
Analyze support data to identify trends, areas for improvement, and ensure processes are aligned with performance objectives.
Prepare and present regular reports to leadership on the effectiveness of support operations and process improvements.
Other duties as assigned by the Director of Support.
Qualification
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Required
3+ years of experience in customer support or project management, preferably within an enterprise software environment.
Experience in process improvement initiatives and familiarity with ITIL methodologies.
Strong background in operational performance metrics, reporting, and KPIs.
Solid understanding of support operations, including incident, problem, and change management processes.
Strong communication skills, with the ability to write clear, concise, and customer-friendly documentation.
Ability to manage multiple projects and priorities in a fast-paced environment while maintaining a focus on quality and efficiency.
Proficient in using support tools and software, such as service management platforms (e.g., Salesforce, Zendesk).
Experience with data analysis and reporting tools (e.g., Excel, Tableau, or similar).
Familiarity with product lifecycle management and release coordination processes.
Preferred
ITIL v4 certification or other relevant certifications in service management or process improvement.
Experience with automation tools or systems to improve customer communication efficiency.
Knowledge of customer communication best practices in a global, cross-functional environment.
Benefits
Floating holidays
Quarterly, no-questions-asked wellness day
Company
Agiloft
Agiloft develops a contract management software designed for automating the processes for competing vendors.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$45MKey Investors
FTV Capital
2024-05-30Acquired
2020-08-17Private Equity· $45M
Leadership Team
E
Eric Laughlin
CEO
Laura Parker
Regional Vice President of Sales
Recent News
2024-06-01
2024-05-31
Company data provided by crunchbase
