Customer Support Operations Analyst II

About Tekion:

Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe.

Job Description

We are seeking a highly analytical and process-oriented Customer Support Operations Analyst to join our team. This role is crucial in optimizing our customer support operations, enhancing efficiency, and improving overall customer satisfaction.

Key Responsibilities

Analyze customer support data, including ticket volume, resolution times, customer satisfaction scores, and agent performance metrics.
Identify trends, patterns, and areas for improvement in customer support processes.
Develop and implement strategies to increase efficiency, reduce costs, and improve customer satisfaction.
Create and maintain reports and dashboards to monitor key performance indicators (KPIs).
Collaborate with the customer support team to identify and resolve operational challenges.
Identify opportunities to automate support processes and implement new technologies.
Develop and maintain standard operating procedures (SOPs) for customer support operations.
Provide support for customer support tools and systems.
Review recorded calls, chats, and tickets for accuracy, professionalism, and adherence to standards.
Use quality assurance tools and metrics to score and rate the interaction.
Provide constructive feedback and coaching to Support Engineers on their performance.
Identify and report trends, issues, and best practices to management and quality assurance team.
Ensure compliance with company regulations and policies.
Participate in quality assurance training (including on-boarding, updates or changes to Quality process or creating/updating training materials)
Collaborate with Support leadership by attending and participating in regular calibration sessions

Qualifications and Education Requirements:

Bachelor's degree and a minimum of 2 years of relevant experience, or an advanced degree, or equivalent work experience
Strong analytical and problem-solving skills.
Proficiency in data analysis and reporting tools (e.g., Excel, SQL, BI tools).
Experience with customer support software and ticketing systems.

Excellent communications and interpersonal skills.

Ability to work independently and as part of a team.

Tekion is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, victim of violence or having a family member who is a victim of violence, the intersectionality of two or more protected categories, or other applicable legally protected characteristics.

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