Support Operations Analyst

Proof is the world's first identity-assured transaction management platform and we are on a mission to digitize trust for all of life’s most critical transactions. Developed by the same market leaders and experts who brought notarization online with Notarize℠, Proof offers trust in a digital world by verifying identities and securing transactions to protect businesses and their customers. Since 2015, we’ve completed many of the world’s first digital commerce transactions, including the first online real estate closing, online mortgage closing, online auto sale, and online will and we're still just getting started!

The core responsibilities of the Support Operations Analyst include (but are not limited to) optimization and administration of the Support Team tools and technology, report creation, interpretation, analysis and workforce management forecasting and planning. A constant focus on incremental improvements to service delivery, customer experience and team efficiency is paramount to success in this role.

• Create, maintain, and monitor reports of service delivery program level, customer level and agent level metrics and statistics 
• Create and document all business requirements for enhancements to products and functionalities relative to the helpdesk/support systems 
• Investigate and report all problems relative to Zendesk, Assembled, Stella Connect, Medalia and other support systems and resolution of such issues, documenting problems internally and for the vendor, and ensuring timely resolutions/corrections 
• Communicate systems issues within the support team, and keep the team updated on workarounds, progress and resolution 
• Participate in recurring meetings with relationship manager for helpdesk/support systems 
• Analyze and document all updates to helpdesk/support systems configuration/procedures and volume/service level impacting events 
• Identify and implement improvements to facilitate business and team needs/goals based on analytical findings 
• Update workflow documentation and process guidelines to reflect the current state of functionality and procedure 
• Design and implement adjustments to helpdesk/support systems configurations and workflows to optimize the customer experience and operational efficiency 
• Serve as a SME of Zendesk, Medallia (in partnership with Quality & Training Analyst) and Assembled systems, processes, and use cases 
• Conduct User Acceptance Testing (UAT) 
• Build and maintain relationships with key business, technology, and department contacts involved in Support org initiatives 
• Workforce Management duties including; creating agent schedules to meet demand needs, allocating coverage across modalities and partnering with leads in real time to accommodate fluctuations in plan.

• Minimum of 1 year experience in a Support Operations role with experience in reporting and tools/technology administration. Preference given for prior experience with workforce management resource planning and forecasting
• Ability and curiosity to learn the ins and outs of new software thoroughly and quickly 
• Experience with current helpdesk software (Zendesk) required 
• Preference given for experience with current ancillary tools (Metabase, Mixpanel, Assembled, Medallia, Stella Connect, Fullstory, Jira, etc.) 
• Strong analytical and data interpretation skills 
• Good knowledge of database management principles and best practices 
• Executes work functions with a demeanor of openness, information-sharing, inquisitiveness, problem-solving, and support for common goals 
• Strong requirements gathering and documentation skills 
• Strong workflow documentation and process modeling skills 
• Strong presentation skills 
• Excellent communication and collaboration skills 
• Ability to communicate technical information to non-technical people and the ability to communicate business information to technical people
• Driven to execute work with a high level of accuracy and detail 
• Strong organizational skills

Proof is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We'd love to hear from you.