Support Tools Analyst

Role Overview

• Tool Maintenance and Operation: Ensure that all support systems and tools, such as CRM, chat systems, knowledge base platforms, and other CX technologies, are always operational, updated, and functioning optimally. This involves performing preventive and corrective maintenance as needed to ensure stability and availability.
• Access and Permissions Management: Manage and monitor access to support tool systems, ensuring that only authorized users have the appropriate permissions to access necessary information and functionalities, thereby maintaining data security and integrity.
• Tool Usage Optimization: Proactively identify opportunities for improvement in tool usage, implementing configurations and processes that maximize operational efficiency, team productivity, and effectiveness in service delivery.
• Documentation and Standardization: Create and maintain detailed documentation on tool configuration, usage processes, workflows, implemented optimizations, and best practice guidelines. This ensures consistency and facilitates training and troubleshooting.
• Optimization Monitoring and Analysis: Track and evaluate the impact of implemented tool optimizations and enhancements, adjusting them as necessary to ensure the best results in terms of performance, user satisfaction, and impact on Key Performance Indicators (KPIs).
• Flow and Content Configuration: Develop and manage workflows, user groups, dispositions, and other configurations within support tools to aid customer service operations, ensuring that the tools reflect and support business processes.
• User Support and Enablement: Provide ongoing, timely support and training to tool users, empowering them to utilize functionalities effectively and maximize their potential, contributing to the adoption and success of the platforms.
• Reporting and Insights Generation: Generate reports and analyses on tool usage, identifying trends, bottlenecks, and areas for improvement. Present these insights to management and operational teams to inform decisions and drive continuous improvement.
• Strategy Implementation: Ensure that the support strategy defined by the Operations Director is efficiently implemented according to the roadmap defined by the manager.
• International Support: Provide support to operations in 8 countries, for multiple internal operative teams ensuring that the specific needs and schedules of each region/team are met.
• Critical Situation Management: Manage critical situations and emergencies, such as provider outages, service interruptions, consumption/cost irregularities.
• Agile Backlog Management: Utilize agile methodologies for efficient task management, focusing on planning and implementing solutions that deliver mid
• to long-term value to supported operations.

Requirements

• Education: Degree in Information Technology, Information Systems, Software Engineering, or related fields.
• **Language: ** English (advanced), Portuguese (intermediate), Spanish (advanced).
• Software:
• Experience with CRM systems (expert level), knowledge in marketing and sales automation tools, middleware tools as AWS (Lambdas), Zappier, etc, and documentation repositories.
• Basic programming knowledge to implement integrations (e.g., REST APIs, Webhooks, and JSON payloads).
• Specialized Knowledge: Certifications in CRM systems (e.g., Salesforce, HubSpot) are highly desirable.
• Experience: Minimum of 3 years of experience in CRM system administration, preferably in medium to large companies and 2 years working with agile methodologies (e.g., PMP, Scrum Master).
• Text Channel Tools: Experience with Zendesk, Ultimate, Truora, SMS tools and integration/middleware tools.

Tech Stack

• AWS
• PMP

Benefits

• Seguro de gastos médicos mayores, plan de descuentos en salud, odontología y oftalmología para el empleado y familiares directos.
• Seguro de vida.
• Financiamiento para teléfono, audífonos, equipo para oficina en casa y beneficios de bienestar.
• 30 días de aguinaldo
• 20 días de vacaciones.
• 50% de prima vacacional.
• 13% fondo de ahorro.
• $2,000 MXN en vales de despensa mensual
• $2,000 USD beneficio anual para Co-working travel.
• $2,000 USD beneficio anual para desarrollo profesional.