Support Operations Analyst

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Role Description


This role involves ensuring a smooth transition of customers from implementation teams into support.



Assist in managing customer transitions from implementation to support, ensuring all documentation and technical requirements are met.


Support the documentation of processes, best practices, and operational improvements.


Collect and analyze support metrics to identify trends and areas for improvement.


Assist in unit testing changes to the support case management tool (ServiceNow).


Generate software licenses as needed to support the team.


Collaborate with cross-functional teams to enhance overall support processes.


Participate in special projects related to support operations and efficiency.


Generate clear and concise documents, including reports and procedural guides (knowledge articles).



Qualifications



Strong attention to detail and organizational skills.


Ability to prioritize and manage multiple tasks efficiently.


Proficient in basic computer applications and a willingness to learn industry-specific software/tools.


Excellent listening, oral, and written communication skills with strong interpersonal skills.


Possess strong sense of teamwork, integrity, and positive attitude.


Proactive attitude and a willingness to learn and grow in the role.


Fluency in English.



Requirements



Supply Chain and Distribution Industry knowledge and experience (preferred).


Experience in Windows OS, VPN, and Remote Desktop (preferred).


Prior experience with ServiceNow, NetSuite, or other industry standard ticketing system (preferred).


Basic knowledge of software testing concepts (preferred).


Understanding of customer support processes and best practices (preferred).


Experience analyzing data to find trends and insights (preferred).



Benefits



At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose.


We meet you on your journey, equipping you with the tools and opportunities to build the future you envision.


We are an equal-opportunity employer and committed to inclusion in the workplace.


We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued.




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