Job Description

Job Title: Customer Support Operations Analyst

Company Domain: SaaS / FinTech / HealthTech / E-commerce / IT Services

Years of Experience: 2–3 years

Location: Bengaluru

Role Type: Full-Time Role

Salary: As per industry standards

Eligibility:

• Bachelor’s degree in Business Administration, Operations, Computer Science, or a related field.
• 2–3 years of experience in customer support, operations, or workforce management.
• Proficiency in Microsoft Excel and Power BI.

Role Overview:

The Customer Support Operations Analyst plays a critical role in maintaining and improving the performance of the customer support team. This role focuses on real-time queue management, ticket triaging, staffing coordination, incident monitoring, and reporting. The ideal candidate brings strong organizational and analytical skills, a proactive mindset, and the ability to manage high volumes of activity while ensuring service excellence.

Key Responsibilities:

Real-Time Queue Management:

• Monitor customer inquiries across phone, chat, and email channels.
• Adjust workflows and reallocate staffing to meet service level objectives.

Ticket Analysis and Assignment:

• Ensure accurate ticket categorization and appropriate agent/module assignment.
• Handle manual ticket closures to reduce backlog and improve resolution times.

Time-Off Approvals:

• Assess staffing needs against time-off requests to maintain adequate support coverage.

Incident Identification and Communication:

• Monitor support volume trends to detect potential system issues.
• Coordinate with leadership to escalate issues and distribute outage communications.

Reporting and Analytics:

• Create actionable reports on support metrics using Excel and Power BI.
• Analyze trends in volume, ticket types, and agent performance to drive improvements.

Skills and Qualifications:

Required:

• 2–3 years of experience in customer support operations or a similar role.
• Strong proficiency in Microsoft Excel (pivot tables, charts, formulas) and Power BI.
• Analytical thinker with a data-driven approach to problem-solving.
• Excellent verbal and written communication skills.
• Ability to multitask and manage competing priorities in a dynamic environment.

Preferred:

• Experience with customer support platforms (e.g., Zendesk, Salesforce).
• Familiarity with workforce or shift management tools.
• Understanding of incident management and stakeholder communication best practices.