Customer Support Operations Analyst I

You will be joining Tekion, a company that is positively disrupting the automotive industry by introducing the first and fastest cloud-native automotive platform, including the Automotive Retail Cloud (ARC), Automotive Enterprise Cloud (AEC), and Automotive Partner Cloud (APC). Tekion connects various entities in the automotive retail ecosystem through cutting-edge technology, big data, machine learning, and AI to provide the best automotive retail experiences. With a global presence and employing around 3,000 people, Tekion is transforming the automotive industry across North America, Asia, and Europe. As a Customer Support Operations Analyst at Tekion, you will play a crucial role in ensuring the efficiency and effectiveness of the customer support team. Your responsibilities will include real-time management of customer inquiries, ticket triage, staffing coordination, incident identification, and comprehensive reporting. To excel in this role, you should possess strong organizational skills, attention to detail, and a proactive mindset towards optimizing support operations. Your key responsibilities will involve real-time queue management, monitoring and managing inbound volume through various channels, ticket analysis and assignment to appropriate modules or agents, evaluating time-off requests while maintaining operational coverage, incident identification, and communication with stakeholders, as well as generating actionable reports using Microsoft tools for strategic decision-making and continuous improvement initiatives. To qualify for this role, you should have 2-3 years of relevant work experience in customer support, operations management, or a related field. Proficiency in Microsoft Office Suite, especially Excel and Power BI, is required along with strong analytical, problem-solving, communication, and collaboration skills. You should be able to thrive in a fast-paced environment with competing priorities. Preferred qualifications include familiarity with customer support ticketing systems such as Zendesk or Salesforce, experience in real-time workforce management, staffing coordination, and knowledge of incident management and communication best practices. Join Tekion in revolutionizing the automotive industry and be a part of a dynamic team dedicated to providing exceptional customer support experiences.,