Support Operations Analyst

7500 - 9300 PLN/ mies./ mies.

MidHybryda·KrakówFull-time

#476993·Dodano 4 dni temu·0

Źródło: MOTIFE

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Tech Stack / Keywords

SalesforceExcelAmazon ConnectAssembledKnowledge-Centered Service (KCS)

Podsumowanie oferty

Support Support Analysts in a global HR technology organization, improving knowledge management, quality assurance, training, and operational processes for a recruitment lifecycle SaaS platform. Work with Salesforce, Excel, Amazon Connect, Assembled, and Knowledge-Centered Service (KCS) while analyzing operational data and optimizing support workflows.

Wymagania

Operational & Analytical Skills

At least 2 years of experience in Support Operations, Workforce Management, Technical Support, Customer Support, or a related operational role, or equivalent practical experience.
Strong analytical and logical problem-solving skills, including investigating ambiguous requests and identifying root causes.
Practical Excel skills, including filtering data, working with reports, and analyzing operational information.
Ability to follow documented procedures accurately and identify opportunities for process improvement.
Excellent attention to detail and organizational skills, with the ability to manage competing priorities.

Communication & Collaboration

Strong written communication skills and the ability to create clear documentation, instructions, and training materials.
Ability to ask relevant questions, clarify requirements, and explain complex information in a structured, understandable way.
Proactive communication, including providing updates and following through on tasks without reminders.
Ability to work independently and contribute effectively to a collaborative team environment.
Comfort working in a process-driven environment with recurring tasks and changing operational priorities.
Good command of English for communication within an international organization.

Nice to have:

Familiarity with Knowledge-Centered Service (KCS) methodology or experience maintaining knowledge bases.
Previous experience using Salesforce, particularly in a customer support environment.
Exposure to Amazon Connect, workforce management tools, or support ticketing systems.
Experience in technical troubleshooting, help desk support, quality assurance, or process documentation.
Interest in developing technical skills related to systems administration and workflow automation.

Obowiązki

Knowledge Management & Quality Assurance

Maintain and improve internal knowledge articles and support documentation using Knowledge-Centered Service (KCS) principles.
Support quality assurance processes to ensure Support Analysts follow established procedures and deliver consistent service.
Review documentation, identify knowledge gaps, and keep information accurate, accessible, and up to date.
Follow documented workflows and identify opportunities to simplify and improve repetitive processes.

Process Improvement & Operational Support

Analyze operational requests, investigate issues, and identify practical solutions to improve daily support operations.
Evaluate whether Support Analysts are prepared to take on new tasks and ensure they have the necessary knowledge, training, and resources.
Identify process bottlenecks and recommend improvements that reduce manual work and operational friction.
Track operational changes, communicate progress, and consider their impact on analysts and other stakeholders.

Training & Change Management

Create and maintain training materials, process documentation, and internal communications.
Support the rollout of new processes, tools, and product updates, ensuring Support Analysts understand upcoming changes.
Collaborate with Support Operations colleagues and team leaders to identify training needs and improve operational readiness.

Systems, Data & Workflow Optimization

Analyze operational reports and data using Excel to identify discrepancies, trends, and improvement opportunities.
Support troubleshooting of internal tools and workflows, including Salesforce and support communication systems.
Develop expertise in systems administration, user management, workflow configuration, and automation.
Contribute to operational initiatives involving workforce management, scheduling, and support efficiency.

Benefity

Medical care.
Life insurance.
Multisport subscription.

Opieka zdrowotna

Ubezpieczenie

Karta sportowa

Inne informacje

Working hours are 2 PM–10 PM; the initial 8-week onboarding is on-site from 9 AM–5 PM.
Recruitment process: a 30-minute call with a recruiter, a 20-minute Predictive Index Assessment, a 45-minute panel interview with Support Operations team members, and a 45-minute interview with the Hiring Manager.
Submit your CV in English.

Motife Sp. z o.o.

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