Customer Support Process Analyst

Description

Job Summary: We are seeking a Customer Support Process Analyst to optimize internal processes, ensure quality and agility in customer service, and deliver an exceptional customer experience. Key Highlights: 1. Focus on efficiency and continuous improvement in Customer Support 2. Mapping, documentation, and optimization of internal processes 3. Opportunity to work at a company with the vision of becoming the Best in the World **Job Description:** ---------------------- At Bluesoft, we value the well-being of our employees because we believe that a positive work environment leads to extraordinary results that keep our customers consistently satisfied. We have a clear mission: To provide technology that makes companies more agile and prosperous. We seek not only speed but also adaptability and continuous growth to generate greater value for our customers. Our vision is bold: We aim to become the Best Enterprise Management Systems Company in the World! We believe this goal is achievable through our dedication and commitment. Our values form the foundation of everything we do: Integrity: We value people and act ethically and transparently to earn credibility and trust. Effectiveness: We believe in doing the right thing, the right way, and quickly. Engagement: At Bluesoft, we work energetically, pursue excellence, and collectively assume responsibility to grow together and achieve outstanding results. Evolution: We continuously strive to improve every day. We value humility and lifelong learning, and encourage creativity and innovation. Collaboration: We value collaboration, mutual learning, and uniting our efforts to achieve great accomplishments—respecting diverse perspectives and jointly building a better future. We are looking for a Customer Support Process Analyst passionate about efficiency and continuous improvement to work in Customer Support. Your primary objective will be to analyze, map, document, and optimize internal processes, ensuring quality, agility, and standardization in customer service, while contributing to an exceptional customer experience. Key Responsibilities: Mapping and Documentation: Map support workflows (Levels 1, 2, and 3), failure simulation processes, technical/hierarchical escalation procedures, and partner support processes. Service Level Agreement (OLA) Management: Define and document internal OLAs to ensure strict adherence to support SLAs. Continuous Improvement: Analyze current processes, identify bottlenecks, and propose improvements, automation, and new workflows using methodologies such as BPMN, Lean, and Six Sigma. Performance Monitoring: Track departmental KPIs (SLA, FCR, TMA, rework), prepare Status Reports, and conduct critical analyses. Documentation Management: Create and maintain up-to-date manuals, procedural guides, and the Customer Support Policy. Engagement and Gamification: Develop gamification programs to incentivize performance, quality, and process compliance. Product Interface: Provide structured feedback to Product and Sustenance teams regarding recurring bugs, customer training needs, and software improvement opportunities. Facilitation: Coordinate customer satisfaction surveys and facilitate internal ceremonies for the support team. **Mandatory Requirements:** ------------------------------ Experience in Customer Support, Service Desk, or Call Center, preferably within technology companies (SaaS). Familiarity with CRM systems and ticket management software (Acelerato, Zendesk, Jira, etc.). Knowledge of Agile methodologies for demand management and continuous process improvement. **Desirable Requirements:** -------------------------- Experience with ERPs. Experience in Retail or Wholesale, with focus on support or system operations processes. Certifications in process-related fields (CBPP, BPM, Lean, Six Sigma, etc.). **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- INDIFFERENT **Benefits:** --------------- * Medical insurance * Dental insurance * Childcare allowance * Parking * Life insurance * Meal allowance * Food voucher * Transportation voucher * Study incentives * Totalpass * VR Nutrition * Study incentives * Mentoring **Work Location:** ---------------------- BLUESOFT