You'll work closely with the Customer Operations Manager, driving continuous service improvement through data and process analytics, process automation and AI implementation. Additionally, we'll count on you to maintain processes and work instructions for the Customer Support team, analyze and report on data inputs, and professionally communicate Customer Support needs between our internal teams and clients

Key Responsibilities:

Analytics and reporting

• Analyze and report on service operations data, such as service quality, SLA compliance, resource utilization and other metrics.
• Demonstrate a strong understanding of Customer Support metric correlations to produce insightful regular and ad-hoc reports.
• Closely collaborate with L1 Service Desk and L2 Application Support teams.

Customer Experience & Process Excellence:

• Develop and maintain documentation about processes, work instructions, FAQs, knowledge bases

• Administer processes related to Access Management.
• Administer processes related to License Management.
• Serve as the primary liaison for communicating Customer Support requirements, both from internal stakeholders to clients and from clients to internal teams.
• Engage in continuous learning.

Requirements: 

• Good knowledge of IT Operations Management.
• Strong understanding of ITIL or similar service management frameworks.
• Proficiency in documenting business processes and writing clear, concise instructions.
• Analytical mindset with strong problem-solving skills and attention to detail.
• Proven experience constructing and presenting data reports, ideally in PowerBI.
• Experience with ticketing systems (e.g., Azure DevOps, CRM Dynamics) and support automation tools.
• Excellent communication skills.
• Proactive in acquiring new knowledge and skills to meet evolving demands.

Nice to have:

• Experience in automations of processes in Customer Support area.
• Experience with implementation of AI for enhanced support efficiency.