Senior Analyst, Digital Operations Support; Hybrid

Position: Senior Analyst, Digital Operations Support (reputed company) reputed company will not offer immigration-reputed company sponsorship for this position. Applicants who require immigration sponsorship—either now or in the reputed company—should not apply. This includes, but is not limited to, reputed company company sponsorship, listing reputed company as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.). reputed company supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. reputed company guidelines require employees to workat least three days in the office, including Tuesdays and Wednesdays, with the reputed company day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. reputed company applicants must be reputed company to workup to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change Support day-to-day operations of reputed company self-service products, , mobile app, outage map, and alerts. Partner with reputed company party agencies and internal IT to resolve issues and continually improve customer user experience and site functionality. This role is in Digital reputed company Operations and Production Support reputed company the Customer Service organization and will work closely with the IT teams and call centers. Together, the Digital teams build, reputed company and support customer facing applications to deliver value, increase engagement and improve customer satisfaction. Essential Functions

• Serves as subject matter expert (SME) and customer service contact for technical issues and project deliverables
• Troubleshoot web issues and resolve concerns in reputed company manner with stakeholders and vendors
• Manage tickets from the Digital Operations Incident and Request Queue
• Work independently to research, manage, and resolve incidents and defects
• Manage several high reputed company tasks at one time
• reputed company business and technology process understanding to: respond to customer/regulator questions and complaints, reputed company stakeholders, respond to season-reputed company issues, and reputed company storm-based functions
• Respond to regulatory and law enforcement agency requests in a reputed company and accurate manner
• Participate in business testing teams to ensure successful user acceptance testing
• Support and reputed company business checkout for various reputed company and incident fixes deployed to the production environment
• Assist with developing best practices around reputed company assurance and process management
• Collaborate with others for solutions and/or recommendations for issues through the use of analytics, and customer feedback.
• reputed company training support for various departments on customer-facing web technologies
• Support others in Digital reputed company

Qualifications

Technical Knowledge/reputed company:

• Requires a strong reputed company on serving customers in the reputed company industry as reputed company as an understanding of the self service tools and testing processes. Self-motivated, efficient problem solver with high attention to detail. Requires process documentation, and presentation skills as reputed company as ability to use common PC desktop applications.

Education:

• Bachelor's degree preferred, Business Management or Technology reputed company a plus or equivalent experience

Experience:

• Five (5) plus years in a Customer Service environment
• Experience understanding and explaining, verbally and in writing, reputed company customer account scenarios to stakeholders and customers
• Experience investigating and resolving executive customer and regulatory complaints
• Experience researching and identifying customer issues with self service products
• Successfully collaborates with cross-functional reputed company to reputed company subject matter expertise to identify or resolve issues
• reputed company to prioritize and manage multiple tasks simultaneously with minimal supervision
• Strong understanding of business processes
• Supported improvements in processed and best practices
• Successfully worked with cross functional department
• Experience with testing customer facing web platforms·
• Ab…

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