Operational Analyst

Valorem Reply is an award-winning digital transformation firm focused on delivering solutions around data-driven enterprise, IT modernization, customer experience, product transformation and digital workplace by leveraging the power of Microsoft technologies. We provide hyper-scale and agile delivery of unique digital business services, strategic business models and design-led user experiences. Our innovative strategies and solutions securely and rapidly transform the way our clients do business.

Valorem Reply is seeking an individual with strong customer service skills and a desire to manage operational efforts within a technical industry for the position of Operations Analyst. In this role, you are the primary support liaison between company and customer. A successful candidate will have strong written and verbal communication, troubleshooting and problem-solving abilities, both independently and with a team; and a strong desire to learn and grow. The ability to multi-task and a willingness to work in new systems on a frequent basis will be crucial for success. 

• This position requires a self-motivated, customer-focused professional who consistently delivers timely and quality work for projects, customers, and fellow employees
• Drive and organize product support team’s operational efforts to ensure successful delivery and positive experience for end users
• Document communications and process with customers within our tools, providing outstanding customer service and high-quality technical responses
• Serve as the main support contact for an application and as the primary customer point of contact
• Ensure that each interaction is handled with a professional attitude and a superior level of service
• Responsible for understanding the business context and operational implementation and architecture of several large, high visibility products
• Create detailed work items explaining potential issues for the engineering team to resolve

• Strong written and verbal communication skills suitable for a business-to-business customer-facing role 
• Demonstrated ability to self-organize and prioritize multiple time-sensitive tasks  
• Prior established customer support experience, preferably in a technical environment Proficient with common office applications, including Microsoft O365 (Word, Excel, Outlook, Teams) 
• Interested in learning new technologies, creative, open-minded and a great team player 
• Strong collaboration skills, works well with ambiguity, works well across roles and groups and is adept at task switching to handle varying workload, while meeting tight deadlines 
• Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first 
• Prior experience with helpdesk ticketing applications such as Zendesk is a plus 
• Familiarity with Azure Dev Ops or other work tracking software is a plus

• Familiarity with the Microsoft Ecosystem
• Familiarity with industry-leading support helpdesk solutions such as (but not limited to) Dynamics 365, Zendesk, etc
• Familiarity with Azure DevOps as a work management system
• Previous work experience is a consulting environment is a plus

About Reply

Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media, industry and services, banking, insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI, cloud computing, digital media and the Internet of Things. Reply services include Consulting, System Integration and Digital Services.

Reply is an equal opportunity employer. We are committed to provide equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you need assistance and reasonable accommodation due to a disability during the application or the recruiting process, email us at jobusa@reply.com. Visit our website at www.reply.com to learn more about our open roles.