Support Operations Agent

  • Customer Services
  • Amman, Jordan

Support Operations Agent

Job description

Communication is our business!
unifonic provides solutions for better customer engagement through a cloud-based platform. We empower businesses to engage with their people through a variety of channels, making their communication conversational, more meaningful, and with ease!

Delivery Principle:
With our leading solutions, 99.9 % service availability, and excellent 24/7 support, we provide the best customer experience!


Support Operations Agent

The Support Operations Agent is analyzing all customer support functions with a specific focus on analyzing tickets raw data, customer support workflow, processes, and team performance in terms of availability, productivity, and team capacity. The Support Operations Agent is identifying the gaps within different areas of the operation and providing the management with high visibility reports and recommend the development and recommendation to improve the overall level of operations. The responsibilities of the Support Operations Agent include but are not limited to:


  • Identify the areas that improve the speed and quality of support.
  • Analyze support operational processes and recommend improvements.
  • Analyze transactional data to align with knowledge improvement, TNA, FAQs, Best practices.
  • Work closely with different departments to assist support agents' operation.
  • Team scheduling and staffing recommendations based on operational, peak, and off-peak times.
  • Prepare reports for all customer support functions; operational, performance, programs (daily, weekly, and monthly).
  • Act in an administrative role on customer support tools, Zendesk, Zopim, and Jira.
  • Ensure customer support processes are going through the right channels.

Requirements

  • Hands-on 3+ years of recent experience in customer service operations related position, preferably in the tech industry.
  • Experience in 24/7 operations, CRMs, and ticketing systems.
  • Bachelor's degree in any IT related field.
  • High skills and mastery in Zendesk.
  • Good knowledge using different tools, Microsoft Office, CRMs, etc.
  • Ability to analyze processes and data.
  • High knowledge in customer experience.
  • Ability to communicate across different departments and meet tight deadlines.
  • Fluent in English and Arabic with excellent writing/editing and verbal communication skills.