Operations Analyst - Support

Sisense

Sisense

IT, Customer Service, Operations
United States · Remote
Posted on Friday, August 18, 2023

Support Operations Specialist is responsible for the day to day processes of the support team and ensuring optimal performance of Salesforce Service Cloud.

The Day to Day:

  • Oversees the support operations and ensuring efficient and effective service delivery.
  • Develops and implements support strategies, policies, and procedures.
  • Sets performance goals and objectives for the support team.
  • Conducts regular performance evaluations and providing feedback to team members.
  • Analyzes support data and metrics to identify trends, patterns, and areas for improvement.
  • Collaborates with other departments (e.g., product development, quality assurance) to enhance product/service quality and user experience
  • Monitors and evaluating the quality of support interactions and resolutions.
  • Conducts audits and reviews of support tickets, calls, or chat transcripts to ensure compliance with established standards.
  • Provides feedback and coaching to support representatives to improve their performance.
  • Identifies process gaps or training needs and making recommendations for improvement.
  • Participates in the development and refinement of quality assurance guidelines and best practices.

Qualifications:

  • You possess advanced knowledge of Salesforce Service Cloud
  • You have 3+ years collaborating with IT teams to ensure peak performance of systems and processes
  • You have a customer service and curious mindset with a desire to tackle any problem

About Us

  • We are a radically innovative BI company focused on redefining every aspect of business analytics.
  • We’re an industry leader with more than 2,000 global customers, including Expedia, Flexport, Nasdaq, GE, Philips & Tinder.
  • We’ve been recognized as a leading visionary in Gartner’s Magic Quadrant for Analytics and Business Intelligence.
  • We’re on-boarding rapidly! We have over 700 employees with offices in New York, San Francisco, Tel Aviv, Kyiv, and London.
  • We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business.
  • We’ve been recognized by Comparably, Glassdoor and Best Places to Work for our amazing company culture

**USA Only

For roles in the US, Applicants must be authorized to work in the US as we are unable to provide employer sponsorship at this time.

CO Posting: The base pay range for candidates located in Colorado is $65,000-$70,000 (/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs. A bonus, equity, commissions, and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered. This position may be considered a promotional opportunity. The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in Colorado. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.

NYC and CA Posting: The base pay range for candidates located in New York City and California is $65,000- $ 70,000(/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs.The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in New York City or California. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.