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 3000 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:

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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