Service & Support Operations Analyst

Summary

Watchfire's Service and Support team includes three helpdesks and one repair group. These teams generate a large amount of data on calls, emails, chats, part shipments, and repairs. This data is generated and maintained in multiple systems and databases. This role creates reports and dashboards to surface this data for insights and action.

Responsibilities and Essential Functions

• Generate weekly and monthly reports on customer service performance.

• Maintain Metrics and KPIs for the Service and Support Teams.

• Create and maintain reports and dashboards in Salesforce CRM.

• Create and maintain reports and dashboards from multiple data sources (Phone System, SQL, etc.) in a single location (PowerBI or Salesforce CRMA, for example).

• Locate and define new process improvement opportunities.

• Participate in projects to surface data in application, to aid in more informed decision making.

• Perform other technical special duties as assigned for the Service & Support group.

Preferred Qualifications/Skills:

• Required: Prior experience with Business Intelligence platforms such as PowerBI, Salesforce CRMA (aka Salesforce Analytics), or Tableau.

• Experience with basic reporting tools (Such as Salesforce Reports).

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.

• Strong understanding of data analysis.

Education and Licensing

• (Preferred) Bachelor of Science in CS, Statistics, Information Management, Mathematics, Data Analytics, Data Science or similar field. OR

• Associates of Science in CS, Statistics, Mathematics, Information Management, Data Analytics, Data Science or similar field.

• Preferred - Certification in Business Intelligence platforms (PowerBi, Salesforce CRMA or Similar)

• Watchfire is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.