Proof (formerly Notarize) · 3 hours ago

Support Operations Analyst

United States

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Create, maintain, and monitor reports of service delivery program level, customer level and agent level metrics and statistics

Create and document all business requirements for enhancements to products and functionalities relative to the helpdesk/support systems

Investigate and report all problems relative to Zendesk, Assembled, Stella Connect, Medalia and other support systems and resolution of such issues, documenting problems internally and for the vendor, and ensuring timely resolutions/corrections

Communicate systems issues within the support team, and keep the team updated on workarounds, progress and resolution

Participate in recurring meetings with relationship manager for helpdesk/support systems

Analyze and document all updates to helpdesk/support systems configuration/procedures and volume/service level impacting events

Identify and implement improvements to facilitate business and team needs/goals based on analytical findings

Update workflow documentation and process guidelines to reflect the current state of functionality and procedure

Design and implement adjustments to helpdesk/support systems configurations and workflows to optimize the customer experience and operational efficiency

Serve as a SME of Zendesk, Medallia (in partnership with Quality & Training Analyst) and Assembled systems, processes, and use cases

Conduct User Acceptance Testing (UAT)

Build and maintain relationships with key business, technology, and department contacts involved in Support org initiatives

Workforce Management duties including; creating agent schedules to meet demand needs, allocating coverage across modalities and partnering with leads in real time to accommodate fluctuations in plan.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ZendeskWorkforce ManagementData InterpretationMetabaseMixpanelAssembledMedalliaStella ConnectFullstoryJiraDatabase ManagementRequirements GatheringWorkflow DocumentationProcess Modeling