Customer Support Operations Analyst I

The Customer Support Operations Analyst plays a pivotal role in ensuring the efficiency and effectiveness of the customer support team. This position involves real-time management of customer inquiries, ticket triage, staffing coordination, incident identification, and comprehensive reporting. The ideal candidate will have strong organizational skills, attention to detail, and a proactive approach to optimizing support operations.

Key Responsibilities:

1. Real-Time Queue Management

• Monitor and manage inbound volume across multiple channels, including phone, chat, and email.


• Adjust workflows and allocate resources to ensure service levels and response times are met.

1. Ticket Analysis and Assignment

• Review inbound tickets to ensure they are accurately categorized and assigned to the appropriate module or agent.


• Perform manual ticket closures when applicable, ensuring timely resolution and minimal backlog.

1. Time-Off Approvals

• Evaluate time-off requests based on current staffing levels and anticipated support demand.


• Make informed decisions to maintain operational coverage while supporting team members work-life balance.

1. Incident Identification and Communication

• Continuously assess real-time support volume to detect potential system outages or disruptions.


• Collaborate with Support Leaders to escalate and address incidents promptly.


• Draft and disseminate outage communications, including updates to internal stakeholders and the companys status page.

1. Reporting and Analytics

• Utilize Microsoft tools (e.g., Excel, Power BI) to generate actionable reports on ticket trends, agent performance, and volume metrics.


• Provide insights to leadership and internal operations for strategic decision-making and continuous improvement initiatives.

Qualifications:

• Experience in customer support, operations management, or a related field.


• Relevant 2yrs - 3yrs of work experience.


• Proficiency with Microsoft Office Suite, including Excel (pivot tables, charts, data analysis) and Power BI.


• Strong analytical and problem-solving skills with a data-driven mindset.


• Excellent communication and collaboration abilities.


• Ability to thrive in a fast-paced, dynamic environment with competing priorities.

Preferred Qualifications:

• Familiarity with customer support ticketing systems (e.g., Zendesk, Salesforce, or similar).


• Experience with real-time workforce management or staffing coordination.


• Knowledge of incident management and communication best practices.