Service Operations Analyst, ONI

• Minimum of 2–4 years experience in customer success, technical support, or operations roles
• Proven experience managing ticketing or CRM systems (e.g., Zoho Desk, Zendesk, Salesforce Service Cloud, or similar)
• Prior experience in automation and integrating multiple software platforms (ticketing, CRM, ERP, reporting tools) or similar
• Track record of analyzing customer data and generating actionable insights
• Management of internal systems to log reports, repairs, and other hardware-related issues
• Experience in customer segmentation, NPS analysis, or service contract structuring
• Excellent communication skills, with the ability to translate between technical (engineering/software) and commercial teams
• Ability to prioritize, chase, and drive closure across multiple teams
• High attention to detail and accuracy in data entry/metadata management
• Strong analytical skills with experience using Excel, CRM tools, or similar to identify trends and build strategies
• Commercially aware , comfortable engaging with customers about value, usage, and support options

Desirable

• This role is responsible for driving customer satisfaction and service contract retention by combining data-driven insights with operational execution
• A core part of this role is ownership of the customer ticketing system, ensuring timely resolution and accurate metadata logging for actionable insights for product and quality teams
• The role also bridges customer feedback with commercial, engineering, and software teams, ensuring issues are resolved effectively and future improvements are prioritised
• Gather and report customer feedback to Senior Manager, Operations relating to experience, new feature requests, and general product/instrument improvements
• Analyze fleet data to identify patterns in service contract churn, customer behavior, and system usage
• Develop strategies to recover expiring or declined service contracts in collaboration with the commercial team
• Make data-driven recommendations on initiatives, messaging, and commercial tactics to improve renewal rates
• Proactively segment the customer base by health, satisfaction, and renewal likelihood
• Own and manage the customer ticketing system end-to-end, that includes expediting ticket closing by chasing relevant teams and ensuring clear ownership and accountability
• Ensure accurate and consistent metadata is logged for every ticket to provide actionable insights to quality and product teams
• Generate reports on ticket trends, escalations, and recurring issues to inform product enhancements and service improvements
• Act as the bridge between customers, field service engineers, and software teams to distinguish software and hardware-related issues
• Support IT-related troubleshooting for customers, including computer related performance
• Determine root cause issues with hardware systems through in-house, on-site, remote support and troubleshooting
• Deliver scheduled maintenance work on hardware systems, as directed by Senior Manager, Operations
• Prepare and file repair report documentation per internal reporting standards
• Contribute to creation of internal knowledge base (fault finding, problem solving, FAQs, WIs)