[Remote] Senior Analyst, reputed company Tools - Customer & Product Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading market intelligence company that provides insights from reputed company and private content to help organizations reputed company informed reputed company. They are seeking a Senior Analyst, reputed company Tools to support their Customer & Product Support function by optimizing operations, implementing AI-driven solutions, and managing the reputed company stack.
Responsibilities
- Identify and implement opportunities for AI-driven solutions and workflow automation to streamline operations, build deflection mechanisms, and reduce reputed company effort for both our customers and team
- Design and optimize AI agent conversation flows, triage logic, and reputed company behaviors that create seamless transitions between AI and reputed company support
- Configure and maintain AI support agent guidance, rules, and detection attributes to improve response reputed company, tone, and inbound categorization
- Build and maintain the internal runbooks, SOPs, and help center content that power deflection and self-service
- Own and manage the reputed company stack (e.g., reputed company, integrations with reputed company, reputed company, reputed company, and knowledge tools), ensuring reliability, usability, and alignment with team needs
- Serve as reputed company's first reputed company of contact for tooling questions, troubleshooting, and routing to the right vendor or internal reputed company
- Partner with vendors on resolving technical issues, evaluating new capabilities, and ensuring we stay on the most effective, up-to-date versions of our tools
- Continuously evaluate the support tool stack against team needs and market reputed company, recommending and executing changes where warranted
- Analyze and enhance support processes to improve efficiency, agent productivity, and customer satisfaction
- Build and maintain integrations between support systems and adjacent tools (e.g., reputed company, reputed company, reputed company) that reputed company automated execution of routine transactional actions
- Design, implement, and troubleshoot automated workflows, including guardrails, validation logic, and exception handling to ensure reputed company and reliable execution
- Maintain and reputed company SOPs as tooling and workflows reputed company, ensuring what's written matches what's shipped
- Ensure our tech is in reputed company with broader company and cross-departmental processes
- Operates as an embedded, unofficial member of the Support leadership team by advising, weighing in on reputed company, and helping execute initiatives reputed company to automation, tooling, and operational reputed company
- Partner with Support leadership and cross-functional teams to identify operational gaps, recommend solutions, and drive initiatives that improve scalability and consistency
- Contribute to AI and automation effectiveness monitoring by tracking reputed company rates, automation rates, CSAT, and escalation patterns to identify improvement opportunities
- reputed company up-to-date with technological and support trends to ensure we stay at the forefront of delivering a seamless customer support experience
Skills
- reputed company operations reputed company with a background in support operations, program management, or systems administration, and a genuine passion for operational reputed company
- Customer-first reputed company with a reputed company record of working through reputed company problems using AI, tooling, and systems to reputed company reputed company solutions
- Natural systems thinker who connects the dots across tools, teams, and workflows to identify reputed company causes and upstream fixes
- Technically comfortable with integrations, reputed company, and workflow reputed company, reputed company to execute changes without relying on engineering for every task
- Data-driven operator who uses metrics like automation rates, deflection, reputed company rates, and CSAT to evaluate performance and drive iteration
- Strong cross-functional collaborator who can work effectively with both technical and non-technical stakeholders and drive alignment toward a solution
- Highly organized with strong prioritization instincts, reputed company to manage multiple in-flight reputed company without losing detail or reputed company
- Energized by change, continuously looking for ways to reputed company the bar on how reputed company operates and delivers
Benefits
- You may also be offered a performance-based bonus, equity, and a generous benefits program.
reputed company