Customer Service Operations Support Analyst

About the Role

Are you passionate about ensuring seamless incident management and resolution? Do you thrive in a structured environment where you can monitor, triage, and direct requests efficiently? We are looking for a dedicated Incident Analyst to join our Customer Services & Operations team.

Initially, you will collaborate with senior team members to develop and refine the incident management processes, tools, and workflows. Once the foundation is in place, your role will focus on monitoring, reviewing, and triaging incident management requests submitted by various Customer Service teams. You will assess these incidents, assign them to the right internal teams for resolution, track progress, and ensure timely communication with stakeholders.

 

Key Responsibilities

Incident Monitoring & Triage

• Continuously monitor incoming incident management requests from Customer Service teams.
• Assess and categorize incidents based on priority, impact, and urgency.
• Assign incidents to appropriate internal teams (Product, Technology, Operations, etc.) for resolution.
• Identify recurring issues and flag them for deeper investigation.
• Track changes, collaborate with Problem and Change Management Teams, and communicate updates effectively. 

Incident Resolution Coordination

• Serve as the primary contact for Customer Service teams to provide updates on incident progress.
• Follow up with the assigned owners to ensure incidents are addressed within defined SLAs.
• Escalate unresolved or high-impact incidents to senior management as needed.

Process Development & Optimization

• Assist senior team members in building and optimizing the incident management framework.
• Collaborate with cross-functional teams to enhance incident tracking and reporting tools.
• Proactively suggest process improvements to reduce resolution times and prevent incident recurrence.

Reporting & Communication

• Maintain clear and accurate documentation of all incidents, including timelines, root causes, and resolutions.
• Generate and present incident trend reports to leadership for continuous improvement.
• Ensure Customer Service teams are kept informed of updates, fixes, and preventive measures.

 

Qualifications & Skills

Required Skills & Experience

• 2+ years of experience in incident management, customer support operations, or IT service management.
• Strong ability to analyze, prioritize, and direct incident requests efficiently.
• Excellent communication and coordination skills to facilitate resolution across teams.
• Experience working in fast-paced environments with structured service processes.
• Strong problem-solving skills with the ability to identify patterns and suggest process improvements.
• Familiarity with ticketing and incident management systems (e.g., Jira, ServiceNow, Salesforce Service Cloud, PagerDuty).
• Basic knowledge of ITIL frameworks (Incident Management, Problem Management, Service Management) is a plus.
• Strong attention to detail and ability to track multiple incidents simultaneously.
• Ability to work independently while collaborating with multiple stakeholders.
• Fluency in English; additional language skills are a plus.

 

Preferred Qualifications

• Experience in a Customer Service or SaaS-based environment.
• Understanding of ITSM tools and methodologies.
• Familiarity with data analysis tools for tracking and reporting incident trends.
• ITIL Certification or equivalent is a plus.

 

Skills: 

• Ability to troubleshoot and resolve moderately complex IT incidents independently. 
• Strong written and verbal communication skills, adaptable to both formal and informal formats. 
• Demonstrated success in fast-paced environments requiring multitasking and teamwork. 
• Motivated by and effective at driving change, including incident response and change management processes. 
• Ability to establish trust and build collaborative relationships at multiple organizational levels.

 

What We Offer

• A dynamic and collaborative work environment.
• Career development and training opportunities.
• A chance to contribute to a structured and efficient