Customer Support Operations
2 weeks ago
**About Us**:
Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance.
**The Opportunity**:
As a key member of our team, this role requires great operational and reporting skills along with excellent soft skills. You will be accountable for managing the day-to-day tasks with respect to support operations. This includes reviewing the tickets, and SLAs, creating reports for the team, and CSAT, making changes on the support tool (Zendesk), executive reporting, following up with internal team members on various instances, helping build processes, and making recommendations to ease day-to-day support responsibilities.
**What You Will Do as a Customer Support Operations**:
- Review existing fields/setup and make changes as needed
- Add new fields on the tickets
- SLA tracking Daily/ Weekly and Monthly Agent performance stats
- Own complete end-to-end support reporting
- Top call driver analysis
- Auto responses and canned responses - suggestions to improve support operations
- The complete responsibility of maintaining tool hygiene
- Customer portal
- Help center: Make changes, reports, etc.
- Work on backlogs define processes, etc
- Manage the support space under JIRA and confluence
- Ensure process documentation, KBs, etc are all in Confluence
- Monthly executive reporting
**Who you are**:
- Bachelor’s or any other UG /PG degree required
- 3+ years’ experience in a similar role.
- Understanding of tools like Zendesk, JIRA, confluence
- Master in Analytics and Reporting
- Excellent written and verbal communication skills in English.
**What we offer**:
Excellent medical insurance options and free online doctor consultations.
- Yearly privilege and sick leaves as per Karnataka S&E Act.
- Generous holidays (National and festive) recognition and parental leave policies.
- Learning & Development fund to support your continuous learning journey and professional development.
- Fun events to build culture across the organization.
- Flexible benefit plans for tax exemptions. (For Eg: Meal card, PF, etc)
We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.
Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
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