At Tekion, we're building the only cloud-native platform that is transforming the automotive retail industry, leapfrogging it into the future and providing unparalleled customer experience. We're creating seamlessly integrated, elegant, and intuitive solutions built with cutting edge technology and powered by Big Data, Machine Learning (ML)/ AI and Internet of Things (Connected vehicle to connected devices). We’re harnessing passion, entrepreneurial spirit, deep industry expertise and the latest technologies to create something very special. We're inventing new technology along the way to overcome barriers and solve big problems, all while having a blast doing it!  

Job Description  

We are seeking a highly analytical and process-oriented Customer Support Operations Analyst to join our team. This role is crucial in optimizing our customer support operations, enhancing efficiency, and improving overall customer satisfaction. 

Roles and Responsibilities  

·       Analyze customer support data, including ticket volume, resolution times, customer satisfaction scores, and agent performance metrics. 

·       Identify trends, patterns, and areas for improvement in customer support processes. 

·       Develop and implement strategies to increase efficiency, reduce costs, and improve customer satisfaction. 

·       Create and maintain reports and dashboards to monitor key performance indicators (KPIs). 

·       Collaborate with the customer support team to identify and resolve operational challenges. 

·       Identify opportunities to automate support processes and implement new technologies. 

·       Develop and maintain standard operating procedures (SOPs) for customer support operations. 

·       Provide support for customer support tools and systems. 

·       Review recorded calls, chats, and tickets for accuracy, professionalism, and adherence to standards. 

·       Use quality assurance tools and metrics to score and rate the interaction. 

·       Provide constructive feedback and coaching to Support Engineers on their performance. 

·       Identify and report trends, issues, and best practices to management and quality assurance team. 

·       Ensure compliance with company regulations and policies. 

·       Participate in quality assurance training (including on-boarding, updates or changes to Quality process or creating/updating training materials) 

·       Collaborate with Support leadership by attending and participating in regular calibration sessions. 

Qualifications and Education Requirements  

·       Bachelor's degree and a minimum of 2 years of relevant experience, or an advanced degree, or equivalent work experience 

·       Strong analytical and problem-solving skills. 

·       Proficiency in data analysis and reporting tools (e.g., Excel, SQL, BI tools). 

·       Experience with customer support software and ticketing systems. 

·       Excellent communication and interpersonal skills. 

·       Ability to work independently and as part of a team. 

Perks and Benefits 
• Competitive compensation
• Generous stock options
• Medical Insurance coverage
• Work with some of the brightest minds from Silicon Valley’s most dominant and successful companies