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System Analyst

4 months ago

Singapore MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD Full time
Roles & Responsibilities

The System Operations Specialist will be supporting the backend systems for the global customer support team that provides digital advertising solutions to client.

Work location: Central

Working hours: Mon-Fri, 9am-6pm

Responsibilities

  • Manage various internal system backend configurations including customer support ticketing system & internal product feedback, testing tools, and category/form/routing
  • Manage global routing workflow design and execution across multiple layers of customer support & Product specialist teams on internal ticketing platform
  • Configure backend routing to ensure full schedule and skillset coverage across regions and products
  • Design routing logic to manage multiple channels including tickets and chat to ensure reply SLA for and optimise for 24/7 support
  • Establish ticket escalation channels with various XFN & RD teams, to continuously bring solutions closer to advertiser
  • Analyze data and escalation feedback to identify opportunities for improving the routing workflows and strategize with regional operations teams to drive routing changes based on changing product landscape
  • Manage and design a 24/7 staffing roster from a workforce management POV for internal and external teams
  • Govern the process & documentation of system configuration and logic, working with cross-functional stakeholders to ensure they're aligned and up-to-date with business needs

Job Requirements

  • BA/BS degree or above
  • 4+ years of experience in a customer operations/support team or customer support platforms such as Zendesk/Salesforce Service Cloud/Zoho Desk
  • Good communication skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives
  • Process-oriented, able to formulate and optimize operational processes based on business context to improve efficiency and customer experience
  • Good data analytical and business analysis skills; proficient with excel/spreadsheets
  • A fast learner and self-starter with a good sense of judgment
  • Familiarity with digital adverting platform e.g. Google, Meta, TikTok advertising solutions is a plus
Tell employers what skills you have

Troubleshooting
Customer Experience
Ticketing
Customer Support
Business Analysis
systems support
Information Technology
Customer Satisfaction
Business Process
Customer Service
Technical Support