Support Operations Analyst

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves ensuring a smooth transition of customers from implementation teams into support.

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  Assist in managing customer transitions from implementation to support, ensuring all documentation and technical requirements are met.
  


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  Support the documentation of processes, best practices, and operational improvements.
  


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  Collect and analyze support metrics to identify trends and areas for improvement.
  


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  Assist in unit testing changes to the support case management tool (ServiceNow).
  


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  Generate software licenses as needed to support the team.
  


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  Collaborate with cross-functional teams to enhance overall support processes.
  


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  Participate in special projects related to support operations and efficiency.
  


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  Generate clear and concise documents, including reports and procedural guides (knowledge articles).
  

Qualifications

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  Strong attention to detail and organizational skills.
  


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  Ability to prioritize and manage multiple tasks efficiently.
  


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  Proficient in basic computer applications and a willingness to learn industry-specific software/tools.
  


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  Excellent listening, oral, and written communication skills with strong interpersonal skills.
  


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  Possess strong sense of teamwork, integrity, and positive attitude.
  


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  Proactive attitude and a willingness to learn and grow in the role.
  


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  Fluency in English.
  

Requirements

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  Supply Chain and Distribution Industry knowledge and experience (preferred).
  


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  Experience in Windows OS, VPN, and Remote Desktop (preferred).
  


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  Prior experience with ServiceNow, NetSuite, or other industry standard ticketing system (preferred).
  


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  Basic knowledge of software testing concepts (preferred).
  


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  Understanding of customer support processes and best practices (preferred).
  


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  Experience analyzing data to find trends and insights (preferred).
  

Benefits

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  At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose.
  


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  We meet you on your journey, equipping you with the tools and opportunities to build the future you envision.
  


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  We are an equal-opportunity employer and committed to inclusion in the workplace.
  


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  We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued.
  

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