Support Operations Analyst

As a Support Operations Analyst at Proof, your primary responsibilities include optimizing tools and technology for the support team, analyzing and reporting on service delivery metrics, and managing workforce planning. You'll also be involved in resolving issues related to various support systems, documenting business requirements for enhancements, and identifying improvements to align with team goals, ensuring an effective and efficient support operation.

To qualify for the Support Operations Analyst position at Proof, candidates should have a minimum of one year of experience in a support operations role, particularly involving reporting and tools administration. Familiarity with Zendesk is mandatory, whereas experience with other helpdesk software and analytical tools like Mixpanel or Medallia is preferred. Strong communication, analytical, and organizational skills are essential to succeed in this role.

Experience with Zendesk is crucial for a Support Operations Analyst role at Proof, as it is one of the primary tools used for managing support services. Familiarity with this platform allows you to navigate issues effectively, provide critical insights into performance metrics, and implement necessary enhancements to optimize user experience and operational efficiency within the support organization.

In the role of Support Operations Analyst at Proof, you will work with a range of tools, including Zendesk, Assembled, Medallia, and reporting tools like Metabase and Mixpanel. Your responsibilities will involve leveraging these systems to create reports, handle troubleshooting, and enhance service delivery, ensuring that you are equipped to analyze data and maintain support efficiency effectively.

The work environment for a Support Operations Analyst at Proof is remote, flexible, and collaborative. Being part of a dynamic team committed to innovation and excellence, you'll have the opportunity to contribute to pivotal projects while maintaining a work-life balance. Proof values inclusivity and welcomes individuals from diverse backgrounds, fostering a supportive workspace where everyone's voice is heard.

When answering this question, elaborate on your hands-on experience with Zendesk, detailing how you used it for ticketing, reporting, and customer communication. Be specific about the metrics you tracked, any custom configurations you set up, and how those efforts led to improved customer satisfaction or operational efficiency.

Use the STAR method (Situation, Task, Action, Result) to structure your response. Start by outlining the relevant situation, the specific challenges you encountered, the actions you took to address the problem, and the positive outcomes that resulted from your interventions, showcasing your problem-solving ability.

Discuss key performance indicators like ticket resolution time, customer satisfaction scores (CSAT), first response time, and agent utilization rates. Explain why these metrics matter and how you've successfully improved them in past roles through strategic interventions.

Emphasize techniques such as regular team meetings, real-time updates through collaborative tools, and documentation of system changes. Provide examples of how effective communication has led to improved service delivery and team alignment in your previous experiences.

Discuss a specific scenario where you gathered data, analyzed it, and derived actionable insights that led to an improvement in processes or outcomes. Be sure to explain the tools you used for analysis and the steps you took to implement changes based on your findings.

Discuss techniques such as prioritizing tasks based on urgency and impact, using project management tools to keep track of various assignments, and collaborating with teammates to ensure alignment. Share past experiences that showcase your ability to manage competing priorities successfully.

Detail your experiences in creating agent schedules, managing coverage across different modalities, and analyzing call volume patterns to forecast staffing needs. Explain how your efforts contributed to maintaining service levels and enhancing operational efficiency.

Share your strategies for continuous learning, such as participating in relevant training, attending webinars, and engaging with user communities. Mention how your proactive approach to learning has helped you feel comfortable and competent with new technologies in past roles.

Highlight qualities such as analytical thinking, problem-solving, attention to detail, and collaboration. Provide examples of how you embody these qualities in your work and how they have contributed to your success in previous positions.

Discuss your methods for effective requirements gathering, including engaging with stakeholders, conducting interviews, and using surveys. Share instances where your thorough documentation of requirements led to successful tool implementations or improvements in user workflows.