SALARY RANGE

US Remote 58,000 - 84,000 USD per year

YOUR JOB

In this role as an Operations Analyst, you’ll support the Indeed Revenue Systems platform. You’ll be responsible for responding to internal customer requests, replicating and resolving customer issues, logging and managing cases, and performing an in-depth analysis of issues. You will also execute analytical processes at key financial periods and act as an advocate for the customer by collaborating with other teams to prioritize feedback and find creative solutions to solve their business needs.  The ideal candidate is a problem solver with a strong technical background that is passionate about customer experience, technology, and expanding their skillset.

RESPONSIBILITIES:

• Act as the first line of communication for reported issues. Conduct initial triage and troubleshooting

• Partner with our Client Success, Sales, and Finance teams to identify and reproduce customer issues. Collaborate and coordinate with our Product Engineering teams to resolve the issues in a timely manner

• Partner with Product Engineering teams to identify impact and help prioritize issues and feature requests

• Assist end of month workflows ensuring accuracy, and resolve issues that occur 

• Support development of tools that support teams to perform ease of use of end-users

• Proactively identify challenges before they are reported as issues. 

• Manage an individual ticket queue, while picking up new tickets on a daily basis. Follow the ticket workflow process from start to finish.

• Attempt to problem solve independently but be proactive in escalating problems to the appropriate resources and departments when necessary

• Create a process for documenting and updating customer workflow changes and integration configurations

• Assist with training and documentation

• Build trust and relationships with cross functional stakeholders

• Complete ad-hoc and ongoing projects

WHO YOU ARE

MINIMUM REQUIREMENTS

• 3+ years of technical support or customer support engineer experience

• 2+ years of experience with SQL and RESTful API’s

• Self-starter, intellectually curious, and must be organized, results-oriented, with strong in person and email communication skills

• Excellent analytical and troubleshooting skills

• Passion for contributing to best practices and tools with a proactive nature

• Ability to curate analytical reporting for stakeholders

PREFERRED REQUIREMENTS

• BS, BA, or training program completion  in information technology-related field

• Experience with CRM or Helpdesk systems integrations (i.e.ERP, Salesforce, Zendesk, JIRA, or related API integration experience)

• Knowledge of Python, JavaScript, and experience with RESTful APIs

WHO WE ARE

We are a rapidly growing and highly-capable Engineering organization building the most popular job site on the planet. With engineering hubs in Seattle, San Francisco, Austin, Tokyo, Singapore, Hyderabad, Dublin, Aberdeen and Vancouver, we are improving people's lives all around the world, one job search at a time.

OUR MISSION

As the world’s number 1 job site*, our mission is to help people get jobs. We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves. We're looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.

(*comScore Total Visits, September 2021)

SALARY RANGE DISCLAIMER

The base salary range represents the low and high end of the Indeed salary range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), an open Paid Time Off policy, and many region-specific benefits.

EQUAL OPPORTUNITIES AND ACCOMMODATIONS STATEMENT

Indeed is deeply committed to creating a workplace and global community where inclusion is not only valued, but prioritized. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or any other non-merit based or legally protected grounds.

OUR POLICIES AND BENEFITS

View Indeed's Applicant Privacy and Accessibility Policies - https://www.indeed.com/legal/indeed-jobs  

Learn about our global employee perks, programs and benefits - https://benefits.indeed.jobs/

At Indeed, our mission is to help all people get jobs. We have more than 11,000 global employees passionately pursuing this purpose and improving the recruitment journey through real stories and data.

We're looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers and employers.