Service & Support Operations Analyst

Watchfire Signs - Danville, IL

Full-time

Danville, IL

Miscellaneous Manufacturing

About the position

The Service & Support Operations Analyst plays a crucial role within Watchfire's Service and Support team, which encompasses three helpdesks and a dedicated repair group. This team is responsible for managing a significant volume of data generated from various customer interactions, including calls, emails, chats, part shipments, and repairs. The data is stored across multiple systems and databases, necessitating a skilled analyst to create comprehensive reports and dashboards that provide insights and facilitate informed decision-making. In this position, the analyst will be tasked with generating weekly and monthly reports that evaluate customer service performance, ensuring that the Service and Support teams maintain their metrics and key performance indicators (KPIs). The role requires proficiency in creating and maintaining reports and dashboards within Salesforce CRM, as well as integrating data from various sources such as phone systems and SQL databases into a unified reporting platform, potentially using tools like PowerBI or Salesforce CRMA. Additionally, the analyst will be responsible for identifying and defining new opportunities for process improvement, participating in projects aimed at enhancing data visibility within applications, and performing other technical duties as assigned to support the Service & Support group. This position is integral to optimizing the team's operations and enhancing overall service delivery.

Responsibilities

• Generate weekly and monthly reports on customer service performance.
• Maintain Metrics and KPIs for the Service and Support Teams.
• Create and maintain reports and dashboards in Salesforce CRM.
• Create and maintain reports and dashboards from multiple data sources (Phone System, SQL, etc.) in a single location (PowerBI or Salesforce CRMA, for example).
• Locate and define new process improvement opportunities.
• Participate in projects to surface data in application, to aid in more informed decision making.
• Perform other technical special duties as assigned for the Service & Support group.

Requirements

• Prior experience with Business Intelligence platforms such as PowerBI, Salesforce CRMA (aka Salesforce Analytics), or Tableau.
• Experience with basic reporting tools (Such as Salesforce Reports).
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Strong understanding of data analysis.

Nice-to-haves

• Bachelor of Science in CS, Statistics, Information Management, Mathematics, Data Analytics, Data Science or similar field.
• Associates of Science in CS, Statistics, Mathematics, Information Management, Data Analytics, Data Science or similar field.
• Certification in Business Intelligence platforms (PowerBi, Salesforce CRMA or Similar)