Customer Support Operations Analyst I

About Tekion:

Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe.

The Customer Support Operations Analyst plays a pivotal role in ensuring the efficiency and effectiveness of the customer support team. This position involves real-time management of customer inquiries, ticket triage, staffing coordination, incident identification, and comprehensive reporting. The ideal candidate will have strong organizational skills, attention to detail, and a proactive approach to optimizing support operations.

Key Responsibilities:

1. Real-Time Queue Management

• Monitor and manage inbound volume across multiple channels, including phone, chat, and email.
• Adjust workflows and allocate resources to ensure service levels and response times are met.

1. Ticket Analysis and Assignment

• Review inbound tickets to ensure they are accurately categorized and assigned to the appropriate module or agent.
• Perform manual ticket closures when applicable, ensuring timely resolution and minimal backlog.

1. Time-Off Approvals

• Evaluate time-off requests based on current staffing levels and anticipated support demand.
• Make informed decisions to maintain operational coverage while supporting team members' work-life balance.

1. Incident Identification and Communication

• Continuously assess real-time support volume to detect potential system outages or disruptions.
• Collaborate with Support Leaders to escalate and address incidents promptly.
• Draft and disseminate outage communications, including updates to internal stakeholders and the company's status page.

1. Reporting and Analytics

• Utilize Microsoft tools (e.g., Excel, Power BI) to generate actionable reports on ticket trends, agent performance, and volume metrics.
• Provide insights to leadership and internal operations for strategic decision-making and continuous improvement initiatives.

Qualifications:

• Experience in customer support, operations management, or a related field.
• Proficiency with Microsoft Office Suite, including Excel (pivot tables, charts, data analysis) and Power BI.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Excellent communication and collaboration abilities.
• Ability to thrive in a fast-paced, dynamic environment with competing priorities.

Preferred Qualifications:

• Familiarity with customer support ticketing systems (e.g., Zendesk, Salesforce, or similar).
• Experience with real-time workforce management or staffing coordination.
• Knowledge of incident management and communication best practices.

Tekion is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, victim of violence or having a family member who is a victim of violence, the intersectionality of two or more protected categories, or other applicable legally protected characteristics. 

For more information on our privacy practices, please refer to our Applicant Privacy Notice here.