Support Analyst, Uplight

• Exceptionally organized to be able to triage multiple requests from multiple teams
• Able to prioritize requests and effectively communicate urgency to all levels of the organization
• Approaches problem solving with a solution oriented mindset
• Aptitude for identifying process improvements, with the ability to develop and implement new processes across multiple teams
• Strong ability to provide timely and effective support through communication platforms
• Ability to clearly communicate information in a variety of mediums such as technical documentation, presentations, and tickets
• Proficiency in writing skills
• Strong attention to detail in monitoring and data entry tasks
• Ability to act as a liaison between teams, ensuring seamless knowledge sharing and collaboration
• Adaptability to handle unexpected situations and take on tasks with minimal lead time
• Train and mentor new team members (as applicable)
• Familiar with Zendesk best practices
• Familiar with Agile best practices
• 2-4 years in a customer care or support role or equivalent experience
• Ability to organize, plan and execute effectively
• Focused on the details
• An eye for working smarter
• Comfort in cross-functional collaboration
• Strong verbal and written communication skills
• Passion for providing a great customer experience
• Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying. Check out our website for our SHINE principles

Desirable

• As a Support Analyst for our Customer Care program at Uplight, you will be a critical point of communication with teams across the organization to support the smooth functioning of customer care service
• You will be working directly with our third party vendor as the key point person for a myriad of escalations, improvements, and monitoring SLA performance
• Support and foster collaboration with our vendor-managed customer-facing teams, ensuring high-quality service delivery and process adherence
• Monitor and maintain SLA performance for key performance indicators such as average handle time, customer satisfaction, grade of service, and more
• Facilitate information flow between internal groups such as data operations, product systems, product operations, engineering, account management, and leadership to drive continuous improvement
• Perform quality assurance on customer interactions through proactive feedback and training of our agents
• Facilitate training of new programs for customer service agents by doing documentation walkthrough, product demos, or facilitating bringing an internal expert to train customer service agents
• Seek opportunities to optimize how we use our CSM tool by becoming a subject matter expert in our tools
• Use critical thinking to assist with data requests, monitoring, and interpretation to inform decision-making and support key initiatives
• Identify opportunities for process improvements and implement solutions to enhance operational effectiveness
• Support documentation and technical writing efforts, creating training materials, SOPs, and knowledge base content
• Assist with cyclical and ad hoc special projects related to customer support and associated systems