Operational Support Analyst

Operational Support Analyst: responsible for monitoring the day-to-day operations and customer experience of an enterprise telematics system (vehicle onboard communication services and applications) to ensure that everything is operating as designed .

Responsibilities:

• Lead and participate in the identification, tracking, investigation, discussion, meetings, escalation, communication, reporting, and resolution of customer support-related issues (e.g. call centers, communications, resources). This includes the coordination of stakeholders, partners, vendors, and other CB members in the process.
• Coordinate immediate resolutions to customer support-related production issues as well as providing insight for long term solutions (based on an analysis of production issues, customer feedback, and operational processes) that require projects, enhancements, IT development, or operational changes.
• Leads day-to-day production support: Clarification and communication of policies and procedures, IT ticketing, and support for the Field, retailers, call centers, vendors, HQ departments and employees.
• Coordinate customer and call center communications, resources, support, and training. Occasionally travel to call centers for meetings.
• Coordinates and provides analysis and reporting of production issues and operational opportunities related to customer support.
• Review and report on customer survey data for voice of the customer.
• Support the department with the creation and maintenance of program documentation and utilize the team and department shared folder system.

Skills and Experience:

• Self-starter, able to self-motivate and strive to be self-sufficient.
• Interpersonal skills to facilitate meetings and establish positive and effective relationships with colleagues, stakeholders, call centers, and vendors.
• Communication skills to communicate complicated information clearly and in a manner appropriate to different audiences and levels in the organization.
• Organizational skills to coordinate and track multiple issues, projects, audiences, needs, and timelines while managing a busy calendar and unexpected issues.
• Problem-solving skills and customer focus with ability to analyze, understand, and create linkages between customer experience, business processes, and IT solutions.
• Ability to analyze and interpret quantitative and qualitative data to identify trends, quantify issues to measure impact, and provide support in developing proposals and recommendations.
• Familiarity with IT teams, information architecture, user experience principles, networks, backend systems, call centers, and telecom systems.).

Start: ASAP

Duration: 12 months

Location: Cherry Hill, NJ area. Hybrid, working onsite 3 days/week.

Position Type: Contract

Hourly Rate: TBD

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