What are the responsibilities and job description for the Operations Support Analyst position at InfoPeople Corporation?
The Operations Support Analyst will provide critical operational support by thoroughly researching and defining the root cause of issues. Examples of request types you will triage in this role include, but are not limited to, assisting with promo and trade fallout, simple rebate process requests and working through solutions when Agent rep error occurs. You will partner with other offline teams to resolve customer requests.
You will be responsible for :
Working promotion and process fallout request submissions (for both personal and business accounts) including review to determine if the customer account qualifications are met and assist with processing the request.
Partnering closely with Tier 2 Support team by escalating requests through Smartsheets to ensure the correct promotion has been provisioned for the customer.
Utilizing automated remarks and pre-approved canned responses to provide a consistent experience across the Center of Excellence and for our agent partners.
Monitoring aging tickets for resolution to meet and exceed audit compliance standards.
Prioritizing and managing multiple tasks at any given time and being responsible for providing a timely resolution of our agent partner requests to meet and exceed customer expectations.
Providing training insights and recommendations in developing solutions within the business based on your first hand experience triaging agent requests.
Engaging in growth and development activities including training, team meetings, special projects and career development through personal development plans.
Partnering with leadership and peers to take on lead roles which address opportunities within our channel and working together to align and improve efficiency.
What we're looking for...
You have strong organizational skills and time management to keep up with multiple concurrent requests. You trust your own judgment to identify potential issues as well as implement and act as a catalyst for change. You're a great teammate but can also work independently. You ensure a positive customer experience by addressing customer complaints or disputes quickly.
You'll need to have :
Bachelor's degree or 1 or more years of work experience
Experience in the wireless industry
Three or more years of relevant work experience (Sales, sales operations, or customer operations experience)
Even better if you have one or more of the following :
Demonstrated examples of process improvement preferred
Experience utilizing Google Suite products (Sheets, Slides, Docs, etc.)
Practical experience with Smart Sheets
Knowledge of consumer channel POS systems
Strong verbal and written communication, organizational and interpersonal skills
Where you'll be working...
In this hybrid role, you'll have a defined work location that includes work from home and a minimum twelve assigned office days per month that will be set by your manager.
The preferred location for this role is Basking Ridge (NJ)
