Make your next big career move by applying as KMC Solutions’ next SUPPORT OPERATIONS ANALYST
The Support Operations Analyst is a key member of the Customer Experience Operations team, responsible for supporting customers, partners, and internal stakeholders through the administration of support systems, user access, and operational processes. This role plays a critical part in ensuring a seamless customer experience by managing support portal access, community licensing, onboarding and offboarding activities, and Support Operations requests.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a SUPPORT OPERATIONS ANALYST include:
- Provide administrative and operational support to customers, partners, and internal stakeholders through email correspondence and Salesforce (SFDC) case management.
- Monitor and manage the Support Admin queue, ensuring requests are prioritized and resolved in accordance with established service levels.
- Process Support Operations requests, including support portal account creation, modifications, access troubleshooting, and user maintenance activities.
- Manage customer user onboarding and offboarding activities, including support users, churned customers, and Proof of Concept (POC) environments.
- Administer and maintain community licenses, ensuring appropriate access, licensing compliance, and user entitlement management.
- Support user and account maintenance activities across business systems to ensure data accuracy and consistency.
- Perform routine audits, data cleanup activities, and access reviews to maintain data quality and system integrity.
- Serve as a steward of customer and partner data by maintaining accurate records and ensuring operational processes are followed consistently.
- Collaborate with cross-functional teams to resolve operational issues, support customer requests, and improve internal processes.
- Create and maintain process documentation, knowledge articles, and operational procedures.
- Identify opportunities to improve efficiency, scalability, and the overall customer experience through process improvements and automation.
To apply, you must be an expert on the following requirements:
- A commitment to delivering high quality customer, partner, and employee experiences.
- 1-4 years of experience supporting customer-facing systems such as Salesforce, support portals, community platforms, or ticketing systems.
- Experience with user lifecycle management, access provisioning, onboarding/offboarding, and license administration.
- Familiarity with SaaS operational processes and customer account management.
- Experience with data governance, data quality reviews, and audit activities.
- Experience working within the Microsoft 365 ecosystem.
- Bachelor's degree in Business Administration, Information Systems, or a related field.
- Experience working in a Support Operations, Customer Experience, Customer Success, or Business Operations environment.
It will also be favorable if you are knowledgeable in:
Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
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