Support Operations Analyst

3 months ago

Portsmouth, United States Loftware Full time

A career at Loftware is more than just a job – it’s an opportunity to help shape the supply chain of the future.



About us:

Loftware is the world’s largest cloud-based Enterprise Labeling and Artwork Management provider, offering an end-to-end labeling solution platform for companies of all sizes. Maintaining a global presence with offices in US, UK, Germany, Slovenia, China, and Singapore, Loftware boasts over 35 years of expertise in solving labeling challenges. We help companies improve accuracy, traceability and compliance while improving the quality, speed, and efficiency of their labeling.


Job Overview: Support Operations Analyst

Are you passionate about operational excellence and customer satisfaction? Do you have a deep understanding of technical support and professional services workflow and operations? Do you have strong skills in Salesforce, PSA, Qlik, and MS Office? If yes, then you might be the ideal candidate for the operations analyst role at Loftware.



Responsibilities:

  • Drive the systems, tools and process improvements across all Loftware’s technical support and professional services team.
  • Provide production support for current systems and tools (Salesforce, PSA, Five9, Qlik).
  • Manage and deliver projects upon requests from internal and external customers and stakeholders.
  • Create and maintain Salesforce reports and dashboards to monitor and measure operational performance and customer satisfaction.
  • Use BI tools (Qlik) to analyze and present data and insights.
  • Follow and promote the best practices of KCS (Knowledge centered support).
  • Understand KB content standard and edit KB articles to ensure quality and accuracy.
  • Use BI tools to examine and analyze operational data to identify patterns, uncover inefficiencies, and understand the impact on business performance
  • Develop and implement data analyses, data collection systems, and other strategies that optimize statistical efficiency and quality
  • Collaborate with management to prioritize business and information needs and translate them into operational requirements
  • Design and maintain dashboards and reports that track key performance indicators (KPIs) and provide actionable insights
  • Recommend operational adjustments and process improvements based on findings from data analysis
  • Assist with the development and management of operational budgets, including variance analysis and forecasting
  • Work closely with cross-functional teams to implement and monitor the effectiveness of operational changes
  • Create and update documentation for operational processes and data management procedures
  • Conduct cost-benefit analysis for proposed projects to determine the best course of action
  • Ensure compliance with industry regulations and organizational policies when implementing changes
  • Facilitate training sessions and workshops to improve the adoption of new systems and processes within the organization



Skills and qualifications:

  • Bachelor's degree in business, engineering, computer science, or related field.
  • Minimum 3 years of experience in technical support and/or professional services operations.
  • Salesforce experience including configuration, administration, and integration.
  • Salesforce PSA experience
  • Five9/Customer contact center experience
  • Workforce management tools experience
  • Proficiency in MS Office suite, especially Excel and PowerPoint.
  • Experience using BI tools (Qlik) to create and manage reports and dashboards.
  • Knowledge and practice of KCS (Knowledge centered support) methodology.
  • Excellent communication, presentation, and interpersonal skills.
  • Strong analytical, problem-solving, and multi-tasking skills.
  • Meeting facilitation and team coordination.
  • Ability to work under pressure and meet deadlines.
  • Team player, good listener, learner, and driven.



Why join us?

  • Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.
  • Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
  • We use the power of the global team- with multiple offices located in the US, Europe, and Asia.
  • We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.

We look forward to receiving your application

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