Mid-Senior Analyst for Customer Support
4 days ago
We are looking for a highly skilled Mid-Senior Analyst for Customer Support to join our team. As a key member of the Business Process Improvement department, you will be responsible for analyzing and improving customer support processes to ensure seamless customer interactions.
Main Responsibilities:
- Administering and enhancing customer support platforms to improve service efficiency.
- Optimizing call routing and ticketing workflows to streamline customer support operations.
- Maintaining and updating chatbot workflows and self-service FAQ knowledge bases to enhance automated customer support.
- Supporting automation and integration to reduce manual processes.
- Developing reporting dashboards and performance analytics to provide insights for continuous service optimization.
Requirements:
- Bachelor's degree in computer science, Information Technology, Software Engineering, or a related field.
- 2-4 years of experience in administrating contact center solutions and CRM platforms.
- Experience in platform configuration, customization, and automation is preferred.
- Certification in CRM or contact center platforms solution is a plus.
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