Global Support Operations Analyst

2 days ago

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Agiloft

WebsiteLinkedInAll Job Openings

Contract Management • Customer Support • BPM • CLM • Automation

201 - 500 employees

Founded 1991

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 $45M Private Equity Round on 2020-08

Description

• Agiloft is a leader in data-first contract lifecycle management (CLM) software. • The Global Support Operations Analyst manages processes related to product releases and support workflows. • Role requires cross-functional work with Customer Support, Cloud Operations, and Development teams.

Requirements

• 3+ years of experience in customer support or project management, preferably within an enterprise software environment. • Experience in process improvement initiatives and familiarity with ITIL methodologies. • Strong background in operational performance metrics, reporting, and KPIs. • Solid understanding of support operations, including incident, problem, and change management processes. • Strong communication skills, with the ability to write clear, concise, and customer-friendly documentation. • Ability to manage multiple projects and priorities in a fast-paced environment while maintaining a focus on quality and efficiency. • Proficient in using support tools and software, such as service management platforms (e.g., Salesforce, Zendesk). • Experience with data analysis and reporting tools (e.g., Excel, Tableau, or similar). • Familiarity with product lifecycle management and release coordination processes.

Benefits

• Multiple Employee Resource Groups (ERGs) • Healthy work/life balance • Floating holidays • Quarterly wellness day