Job Description
Description
Position at Resolver
The role of the Support Operations Analyst is to drive operational excellence and customer experience by optimizing workflows, leveraging automation and AI, and delivering actionable insights through data-driven reporting. Collaborate cross-functionally to streamline processes, enhance efficiency, and enable scalable support solutions. Committed to continuous improvement and innovation in service delivery.
Operational Efficiency & Workflow Optimisation
Position at Resolver
The role of the Support Operations Analyst is to drive operational excellence and customer experience by optimizing workflows, leveraging automation and AI, and delivering actionable insights through data-driven reporting. Collaborate cross-functionally to streamline processes, enhance efficiency, and enable scalable support solutions. Committed to continuous improvement and innovation in service delivery.
Operational Efficiency & Workflow Optimisation
- Triage design: Create and maintain triage schedules and ticket distribution models across regions and tiers; ensure SLA compliance.
- AI-driven triage: Implement generative AI (e.g., Copilot, ChatGPT) to:
- Establish a triaging process
- Suggest routing based on schedule and historical resolution patterns.
- Routing optimization: Analyze ticket flow for bottlenecks; propose automation ru...
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