Support Operations Analyst

Experis to światowy lider rekrutacji specjalistów i kadry zarządzającej w kluczowych obszarach IT. Z nami znajdziesz konkurencyjne oferty zatrudnienia oraz ciekawe projekty IT skierowane zarówno do ekspertów z wieloletnim doświadczeniem, jak i osób, które dopiero zaczynają swoją przygodę w branży IT.

• Fluent English (minimum B2/C1).
• 1-2 years of experience in Support Operations, Workforce Management, Customer Support, Operations, or a similar role.
• Strong analytical and organizational skills with excellent attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving mindset and confidence in troubleshooting operational and system-related challenges.
• Strong communication and documentation skills.
• Advanced Excel skills and experience working with operational data.
• Experience with Salesforce or other CRM systems would be an advantage.
• Experience with workforce management or contact center tools is a plus.
• Interest in developing technical and operational expertise.

• Monitor real-time adherence and workforce coverage across support teams to maintain service levels.
• Manage schedules and staffing plans using workforce management tools.
• Administer and maintain support systems, including CRM, communication, scheduling, and ticket management platforms.
• Troubleshoot operational, system, and workflow issues to minimize disruptions.
• Improve and automate processes to increase efficiency and reduce manual work.
• Ensure data accuracy and integrity across support tools and reporting systems.
• Manage user access, onboarding, offboarding, and permissions across operational platforms.
• Create and maintain process documentation, procedures, and operational guidelines.
• Support the implementation of new tools, workflows, and operational initiatives.
• Collaborate with support leaders, analysts, and internal stakeholders across multiple regions.