XTN-E8BA887 | 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.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• 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.

• 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.

Additional relevant knowledge or experience related to the above requirements will be considered an advantage.