Customer Support Process Analyst

4 dni temu

Warszawa, Polska Equinix Poland Sp. z o.o. Pełny etat

Customer Support Process Analyst


Your responsibilities

  • Map, analyze, and enhance customer journeys and customer support processes
  • Perform intermediate-level root cause analysis by investigating human errors, process gaps and deviations, system defects and malfunctions, policies, and documentation to identify cause-and-effect relationships
  • Propose, develop, and prioritize improvements, ensuring planned impact based on the Voice of the customer and data-driven analyses
  • Work and present proposals to leadership backed by sound business cases and best practices
  • Participate in global improvement projects and cross-functional forums focused on developing outstanding customer experiences and process improvements within a moderate scope
  • Manage projects of moderate scope, planning and organizing tasks and responsibilities to achieve objectives
  • Engage in new product development and formulate requirements for customer support based on impact analysis
  • Provide input to the enablement team for content creation regarding process or system changes within a moderate scope
  • Negotiate and influence others to assert ideas, gain support, and persuade others to take action and resolve issues through proposed solutions and improvement projects
  • Perform individual tasks as well as engage in team efforts requiring a high level of collaboration
  • Collaborate intensively with customer support operations, business analysts, IT, and cross-functional stakeholders
  • Serve as a subject matter expert in a specific business process or domain of expertise related to customer support
  • Utilize Lean Six Sigma methodologies where appropriate

Our requirements

  • Bachelor's degree in a relevant field (e.g. business, management)
  • Prov years of experience in areas such as business analysis, business improvement, quality assurance, process improvement, or customer service design
  • Experience working in customer support or contact centers, preferably in a global environment
  • Strong analytical and critical thinking skills
  • Proven track record of successfully delivering solutions to challenges
  • Lean Six Sigma or similar certification is preferred
  • Attention to detail while maintaining a focus on the bigger picture and purpose
  • Effective problem-solving abilities
  • Ability to influence and make an impact
  • Excellent presentation skills
  • Proficient in project management methodologies
  • Results-driven mindset
  • Outstanding communication skills

What we offer

  • Employment in a stable company with an established position in the market
  • Possibility to work within fast growing world’s 500 Fortune digital infrastructure company
  • Employee Assistance Program – assess to free counselling legal and financial consultations and crisis intervention
  • Opportunity to work in supportive, inclusive environment with People-Centric Culture
  • Attractive benefits package: premium private medical care, group insurance, employee stock program, Multisport card, lunch passes, and more

You will contribute to the overall process design within the Customer Support scope and anticipate end-to-end processes across other connected teams. Gain an understanding of the customer support landscape and think critically about addressing future needs. Collect data and conduct research, utilizing gathered data, observations, trends, and reports to formulate and propose improvement ideas. Engage with cross-functional teams on both high-level and detailed aspects to evaluate requirements and challenges. Additionally, you will counter-propose ideas and advocate for change. Finally, you will lead process improvement efforts of moderate scope and serve as a key contributor in broader improvement programs, focusing on specific deliverables under guidance and representing customer support.

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