Business Analyst

2 weeks ago

Singapore Workforce Optimizer - AI Enabled WFM Full time

We're in search of a Business Analyst who will act as a crucial link between our company and our customers. Your role will entail a combination of analytical thinking and exceptional customer service to assist clients in diagnosing and resolving technical issues. Additionally, you will have the opportunity to create and implement plans for improving customer support and utilizing insights from support issues to influence future product designs and business processes.
We're seeking a natural problem-solver who enjoys assisting others and can easily explain technical details. As the guardian of our customers' trust, you'll be responsible for providing them with prompt and accurate solutions to their technical issues. If this sounds like you, we'd love to meet you
Responsibilities
Provide the first level of support, work with and ask customers targeted questions to quickly understand and diagnose root cause of the issue, troubleshoot and/or escalate to the relevant teams
Research and identify solutions to common issues; document and maintain a knowledge base for Frequently Asked Questions so that end-users can look up solutions independently
Develop mitigating and/or preventive solutions to optimize efforts spent on customer support, including establishing problem solving guidelines, checklists, or other materials to improve response to recurring or routine user problems
Generate summary reports; analyse and present support trends and patterns to inform business needs or technical requirements
Requirements
Qualifications:
Diploma or Bachelor's degree in any field. Strong interest in working with computer applications and software
3-5 years of proven experience in a Business Analyst or similar role, preferably within professional services or client-facing environments
Strong critical thinking and problem-solving skills: even when you do not have the solution to the problem, you know how to get the solution; this includes the ability to know what questions to ask
Exceptional interpersonal and communication skills: able to articulate effectively in writing and verbally
A quick learner and displays high willingness to learn
Attitude: possess determination and commitment to strive towards excellence in everything you do. No detective leaves a case unsolved
Able to work independently and as a team: able to support multiple requests concurrently, able to multi-task and stay organized in a fast-paced environment
Possess a keen interest to pursue a career in tech. Those without tech experience are welcome to apply, subject to certain job roles where some tech experience may be required
Benefits
Opportunity to work with a high-value enterprise-level software that applies cutting edge AI-based optimization technology
Hone your ability to apply analytical & technical skills apart from a pure customer service role
Mentorship to manage internal and external stakeholders
Diverse opportunity for career advancement
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