Business Applications Analyst (Customer Success and Support)
Core
Systems partner for Customer Experience and Customer Success teams, configuring tools and solving operational issues to enable seamless customer support and account management.
Role type
Business Applications Analyst (Customer Success and Support)
Builds
Customer experience and success operational stack including ticketing, CRM, and workflow tools
Domain
SaaS / Fintech / Customer Success Operations
Deliverable
product features
Required skills
Business applications administration, No-code configuration, CRM and support platform expertise, Requirements gathering, Functional documentation, UAT testing, Stakeholder management, Vendor management
Preferred skills
CRM integrations, AI agents and automation, Platform certifications, SaaS or fintech experience
Technologies
Vitally, Hubspot, Freshdesk, Freshchat, Freshcaller, Circle, Rocketlane, Zendesk, Gainsight
Responsibilities
Administer and support the CX and CS tool stack; Gather requirements and configure solutions for stakeholders; Deliver enhancements like ticket routing, SLAs, macros, and workflows; Document functional specifications and process flows; Conduct UAT and support peer reviews; Manage request queues and track progress; Handle vendor support tickets and SLAs; Train colleagues on new tools and processes