Description
Position at Resolver
The role of the Support Operations Analyst is to drive operational excellence and customer experience by optimizing workflows, leveraging automation and AI, and delivering actionable insights through data-driven reporting. Collaborate cross-functionally to streamline processes, enhance efficiency, and enable scalable support solutions. Committed to continuous improvement and innovation in service delivery.
Operational Efficiency & Workflow Optimisation
- Triage design: Create and maintain triage schedules and ticket distribution models across regions and tiers; ensure SLA compliance.
- AI-driven triage: Implement generative AI (e.g., Copilot, ChatGPT) to:
- Establish a triaging process
- Suggest routing based on schedule and historical resolution patterns.
- Routing optimization: Analyze ticket flow for bottlenecks; propose automation rules (e.g., Zendesk triggers, Workato recipes) to reduce manual routing.
- Backlog monitoring: Track backlog trends by product line, region, severity; recommend staffing adjustments or targeted training.
- Workflow audits: Map current support workflows, identify redundant steps, and propose streamlined escalation paths.
Reporting & Analytics
- Dashboard ownership: Build and maintain real-time dashboards for KPIs (CSAT, backlog, resolution rates, SLA compliance).
- Escalation tracking: Report on cross-functional handoffs, identify delays, and recommend fixes.
- Time-to-resolution analysis: Break down resolution time by tier, product, and issue type; propose efficiency strategies.
- Documentation governance: Maintain SLA definitions, escalation paths, and workflow diagrams in Confluence.
- Tagging consistency: Audit ticket categorization for accurate reporting and predictive analytics.
