Operations Analyst
Core
Provide first-line customer support, manage daily administrative tasks, and ensure effective operation of day-to-day issues for a learner management platform.
Role type
Senior IC operations analyst (customer support & admin)
Builds
Customer support operations and administrative workflows for education and training providers
Domain
EdTech / Customer Support
Deliverable
dashboards & analysis
Required skills
IT troubleshooting, ticket management, Microsoft Office Suite, customer service, prioritization, communication, organizational skills
Preferred skills
Experience with IT support tickets, creating user guides and help articles
Technologies
Helpdesk software, Microsoft Office Suite
Responsibilities
Respond to and resolve customer enquiries via email, tickets, calls, and live chat; Triage incoming support requests; Troubleshoot common product issues; Escalate enquiries and manage customer expectations; Develop and update supporting materials and guides; Manage office supplies and administrative support.
Seniority
Mid-level, hands-on IC