Customer Support Operations Analyst
The Support Operations Analyst reports to the Sr. Support Operations manager and works closely with management to develop and maintain the full suite of data, reports, and dashboards used to run the business and coach agents. Additionally, they will provide insights on support contacts and recommend solutions through product improvements, help article improvements and automation.
Key Responsibilities
- Manages and handles all data, report and dashboard requests for any Support system from the Support management team.
- Identify top drivers of product-related support incidents across global Support teams and product lines through extended data analysis.
- Collaborates with our Data Analytics team to design, implement and automate reports and dashboards.
- Collaborate with our Data Analytics team to integrate data from any new support system into existing dashboards.
- Responsible for troubleshooting any support system that captures data for use in reports and dashboards; works directly with all support system vendors to resolve issues.
- Is a key stakeholder for any support system that captures data for use in reports and dashboards.
- Assists in integrating any support system data into Microstrategy
- Maintain and assure data quality in dashboards and reports for internal use
- Investigate discrepancies in key support metrics among different reporting and data sources
- Train others on how to use reports and dashboards
- Other responsibilities as needed
Requirements
- Bachelor’s degree preferred
- 1 to 3 years of experience working with data and reports in a business environment
- Intermediate to advanced understanding of of Microsoft Excel and Google Sheets (Pivot Tables, Vlookup, Hlookup, Calculated Fields)
- Familiarity with support systems and the data that is extracted from them - Service Levels, AHT, ACW, CSat, NPS, QA,
- Experience building reports and dashboards in Salesforce
- Familiarity with Powerpoint and similar presentation software
- Results-oriented, with high attention to detail, strong analytical and problem-solving skills
- Ability to handle multiple requests at the same time and prioritize their own work
- Ability to work with management to translate data requirements into reports and dashboards
- SQL knowledge a plus
- Experience with BI systems and software visualization tools a plus.
Diversity and Inclusion at OpenTable/ KAYAK
We aspire to have a workplace that reflects all of the diverse communities we serve. We know that when we have diverse teams we produce more innovative ideas, products, services, and better business outcomes for our stakeholders. OpenTable/KAYAK is proud to be an Equal Opportunity Employer and we welcome and encourage candidates from all backgrounds and experiences to apply for roles on our team. Whoever you are, just be you.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.