Support Operations Analyst
Establish processes for Support organization and serve as key representative on X-Functional core teams.
Coordinates and monitors the operational and execution elements of the Support Offering process - SKU setup coordination, testing/validation and maintenance prior to launch.
Creates process documentation for internal team and Cross-functional collaboration around new feature setup and Issue management
Responds to field requests on Support components of RFPs regarding various established Support products, policies and programs
Track and validate Marketing Collateral, Collaboration, Fields Enablement related to Support offerings
Track, Validate and sure the readiness of Support SKUS during launch.
Operationalize Support.com updates
Misc operational, CRM, ERP, Support Portal requests and prioritization
Advanced Proficiency with Excel and PowerPoint.
Highly organized, process and detail oriented.
Experience in developing and implementing process improvements
Strong analytical, quantitative and data skills
Prior experience with CRM and EPR tools. Salesforce or NetSuite preferred.
Prior experience in Support or Operations role preferred.
Excellent written and verbal communication skills
Qualifications and Experience:
Bachelor's degree from an accredited university or college with 1-3yrs prior experience, Master's Degree is a plus.
Prior experience supporting a Sales/Services organization a plus.
Salesforce.com reporting, dashboards, and quote suite experience a plus.