Support Operations Analyst Job in Skillsoft

Support Operations Analyst

At SumTotal, we are all about making work matter. We believe every team member has the potential to be AMAZING. We are bold, sharp, driven and most of all, real. Join us in our quest to democratize learning and help individuals unleash their edge.

OVERVIEW:

Support Operations is a group which provides business process support for the SumTotal Customer Support organization with extensive interactions with cross functional operational groups such as Sales, Professional Services and Cloud Operations. The team also provides support and general project management to Senior Management to run key programs & initiatives. The teams key focus areas are:

• Management of CRM developed application systems & ensuring data accuracy for the business
• Management and oversight of support entitlements for all SumTotal products
• Administrative support of internally developed applications
• Maintain & Support business process operations and business process improvement
• Provide strategic & tactical support to the Customer Support group
• Preparation of Standard Operating Procedures for customer support operational processes
• Data Analytics & Reporting.

OPPORTUNITY HIGHLIGHTS:

• Monitor and respond to inquiries from internal/external customers across various applications and delivery methods
• Own, follow-up and resolve issues with limited day-to-day supervision
• Manage data in the CRM and other systems as needed; ensuring accuracy always
• Administrative support of SumTotals customer community
• Work on assigned projects that may include process improvements, standard procedures, etc.
• Establish high levels of accuracy and diligence when process maintenance work

SKILLS & QUALIFICATIONS:

• We are looking for folks who enjoy management of business processes and want to learn about the details that go into business Management. The specific skill sets are:
• Background in support role or understanding of a support organization customer communications, case management, etc.
• Excellent customer service skills
• Working knowledge of CRM systems like Salesforce.com / Service Cloud
• Proficiency in Microsoft office (Word, Excel, PowerPoint)
• Strong verbal and written communication skills
• Accuracy in handling project & process related data
• Analytical thinking to understand cause and effect of system changes
• Willingness to be flexible and work across various time zones as needed by the business.
• (US Eastern Time Hours)

EDUCATION, TRAINING AND QUALIFICATIONS:

• Education: Undergraduate degree
• Experience: 3 -5 years (preferably within a customer support or operations role)
• Special Skills: Working knowledge of Salesforce.com / Service Cloud (required); data extraction, data scrubbing, reporting & analysis, will be an added advantage.

SUCCESS QUALITIES:

Adaptable and Agile. We reward risk taking.

Confident & Audacious Achiever. We commit to be the brand.

Entrepreneurial Spirit with Learners Mindset. We stay curious.

Committed to our Collective Purpose. We unleash our edge together.

Authentic & Customer Centric. We get real.

MORE ABOUT SKILLSOFT:

Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets their people and build teams with the skills they need for success. Empowering 36million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.

Skillsoft and SumTotal are partners to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, and the SumTotal suite for Talent Development, which offers measurable impact across the entire employee lifecycle. Learn more at.

Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law.