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Support Operations Analyst

Support Operations Analyst

Deque Systemshyderabad, India
7 hours ago
Job description

Position Overview We are seeking a data-driven Support Operations Analyst to join our growing SaaS company.

This role serves as the analytical backbone of our technical support organization, focusing on 60;process optimization, performance monitoring, and strategic insights rather than direct customer 60;support.

As the primary owner of incident and escalation management, you will coordinate 60;complex customer issues from initial escalation through resolution while transforming support 60;data into actionable intelligence that drives operational excellence and enhances customer 60;satisfaction.

Timezone - EST timing Key Responsibilities Data Analysis & Reporting

  • Design, build, and maintain comprehensive dashboards and reports using PowerBI and 60;ZenDesk Explore to track support team performance, customer satisfaction metrics, and 60;operational KPIs
  • Define, capture, and trend key performance indicators (KPIs) to measure support 60;effectiveness and customer experience
  • Combine multiple datasets from various sources to create holistic views of support 60;operations
  • Identify trends, patterns, and anomalies in support ticket data to proactively address 60;potential issues
  • Develop custom reporting solutions for Support and Product teams to facilitate 60;data-driven decision making.

Performance Monitoring & SLA Management

  • Monitor support ticket trends and team performance metrics to ensure SLA compliance 60;
  • Provide oversight and analysis of support queue health, response times, and resolution 60;rates
  • Create early warning systems for potential SLA breaches and resource bottlenecks
  • Generate regular performance reports for leadership and stakeholders 60; Escalation & Incident Management
  • Manage customer escalations and critical incidents from initial contact through 60;resolution, including customer facing communications
  • Coordinate cross-functional response efforts for complex technical issues 60;
  • Maintain detailed documentation of escalation processes and incident post-mortems
  • Develop and refine escalation workflows to improve response times and customer 60;outcomes Process Improvement
  • Analyze support processes to identify inefficiencies and optimization opportunities
  • Collaborate with Support and Product teams to implement process improvements based 60;on data insights
  • Track the impact of process changes and report on improvement initiatives
  • Draft, publish, and maintain operational runbooks for known issues to expedite 60;resolution and ensure consistent handling
  • Contribute to knowledge base development and support team training materials Required Qualifications Technical Skills
  • PowerBI expertise : Advanced proficiency in creating dashboards, reports, and data 60;visualizations
  • Data analysis : Strong analytical skills with experience combining datasets from multiple 60;sources
  • Excel / Spreadsheet mastery : Advanced formulas, pivot tables, and data manipulation
  • SQL knowledge : Ability to query databases and extract relevant data (preferred) Professional Experience
  • 2-4 years of experience in operations, data analysis, or customer support roles
  • Experience working within SaaS companies or technical support environments
  • Proven track record of using data to drive process improvements
  • Experience with incident management and escalation processes Core Competencies
  • Analytical mindset : Natural ability to identify patterns and draw insights from complex 60;data
  • Problem-solving : Strong troubleshooting skills and systematic approach to issue 60;resolution
  • Communication : Excellent written and verbal communication skills for cross-functional 60;collaboration.
  • Comfortable working with multiple cross functional teams and leadership 60;to solve problems and improve processes.

  • Project management : Ability to manage multiple priorities and drive initiatives to 60;completion
  • Customer focus : Understanding of customer experience and satisfaction metrics Preferred Qualifications
  • Extensive experience with data analysis & reporting platforms; PowerBI currently used
  • Background in technical support, incident management, and / or customer success 60;operations
  • Knowledge of ITIL or other service management frameworks
  • Familiarity with support ticketing systems (Zendesk, Salesforce Service Cloud, etc.)
  • Working experience using APIs and data integration concepts / tools What You'll Accomplish
  • Reduce average support response times by identifying and eliminating process 60;bottlenecks
  • Improve customer satisfaction scores through data-driven insights and proactive issue 60;identification
  • Enable support team efficiency gains through automated reporting and performance 60;monitoring
  • Establish the company as a leader in customer support excellence through operational improvements Why Join Us
  • Impact the customer experience for thousands of users through your analytical insights
  • Work with cutting-edge BI tools and technologies in a data-rich environment
  • Collaborate with cross-functional teams including Product, Engineering, and Customer 60;Success
  • Shape the future of our support operations in a rapidly growing SaaS company 60;Reporting Structure.
  • This position reports to the Manager of Operations and Support and works closely with Support Team Leads, Product Management, Customer Success, and Engineering teams.

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