Support Operations Analyst

4 days ago

Reston, Virginia, United States Loftware Full time
About Loftware

Loftware is a global leader in Enterprise Labeling and Artwork Management, offering a comprehensive labeling solution platform for companies of all sizes. With a presence in the US, UK, Germany, Slovenia, China, and Singapore, Loftware boasts over 35 years of expertise in solving labeling challenges.

Job Overview: Support Operations Analyst

We are seeking a highly skilled Support Operations Analyst to join our team. As a Support Operations Analyst, you will play a critical role in driving systems, tools, and process improvements across our technical support and professional services team.

Key Responsibilities:
  • Drive process improvements and implement best practices across the technical support and professional services team.
  • Provide production support for current systems and tools, including Salesforce, PSA, Five9, and 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.
  • Analyze and present data and insights using BI tools (Qlik).
  • Follow and promote the best practices of KCS (Knowledge centered support).
  • Understand KB content standards and edit KB articles to ensure quality and accuracy.
  • 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.
Requirements:
  • 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 global leader in a business-critical industry offers unparalleled possibilities.
  • Our team is made up of 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, offering comprehensive training to all employees and emphasizing employee development.

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