Support Operations Analyst

Role Description

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

• Assist in managing customer transitions from implementation to support, ensuring all documentation and technical requirements are met.
• Support the documentation of processes, best practices, and operational improvements.
• Collect and analyze support metrics to identify trends and areas for improvement.
• Assist in unit testing changes to the support case management tool (ServiceNow).
• Generate software licenses as needed to support the team.
• Collaborate with cross-functional teams to enhance overall support processes.
• Participate in special projects related to support operations and efficiency.
• Generate clear and concise documents, including reports and procedural guides (knowledge articles).

Qualifications

• Strong attention to detail and organizational skills.
• Ability to prioritize and manage multiple tasks efficiently.
• Proficient in basic computer applications and a willingness to learn industry-specific software/tools.
• Excellent listening, oral, and written communication skills with strong interpersonal skills.
• Possess strong sense of teamwork, integrity, and positive attitude.
• Proactive attitude and a willingness to learn and grow in the role.
• Fluency in English.

Requirements

• Supply Chain and Distribution Industry knowledge and experience (preferred).
• Experience in Windows OS, VPN, and Remote Desktop (preferred).
• Prior experience with ServiceNow, NetSuite, or other industry standard ticketing system (preferred).
• Basic knowledge of software testing concepts (preferred).
• Understanding of customer support processes and best practices (preferred).
• Experience analyzing data to find trends and insights (preferred).

Benefits

• At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose.
• We meet you on your journey, equipping you with the tools and opportunities to build the future you envision.
• We are an equal-opportunity employer and committed to inclusion in the workplace.
• We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued.