Operations Support Analyst duties and responsibilities (Ops)

Experience: 0-1 year

A successful Operations Support Analyst will:

• Build strong customer relationships, especially with key customer stakeholders.

• Conflict resolution - defuse conflicts among stakeholders.
• Maintaining effectiveness when experiencing major changes in work tasks or the work
environment; adjusting effectively to work within new work structures, processes,
requirements, or cultures.
• Clearly conveying information and ideas through a variety of media to individuals or groups in
a manner that engages the audience and helps them understand and retain the message.
• Actively participating as a member of a team to move the team toward the completion of
goals.
• Making customers and their needs a primary focus of one's actions; developing and sustaining
productive customer relationships.
• Identifying and understanding issues, problems, and opportunities; comparing data from
different sources to draw conclusions; using effective approaches for choosing a course of
action or developing appropriate solutions; taking action that is consistent with the available
facts, constraints and probable consequences.
• Consistently maintaining high levels of activity or productivity; operating with effectiveness,
and determination over extended periods of time.
• Generating innovative solutions in work situations; trying different and novel ways to deal
with work problems and opportunities.
• Establishing courses of action for self and others to ensure that work is completed efficiently.
• Accomplishing tasks by considering all areas involved, no matter how small; showing concern
for all aspects of the job; accurately checking processes and tasks; being watchful over a
period of time.
• Maintaining stable performance under pressure or opposition (such as time pressure or job
ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Setting high standards of performance for self and others; assuming responsibility and
accountability for successfully completing assignments or tasks; self-imposing standards of
excellence rather than having standards imposed.

Key Responsibilities include:

• Ensure all Customer enquiries are progressed or completed in an appropriate manner, within
the agreed Service Level Agreement (SLA). Monitor enquiries received via all channels and
provide appropriate responses via phone, email, chat to customers.
• To focus on continuous improvement in order to improve and provide a WOW customer
experience including consistently high levels of attention to detail.
• Maintain and update processes, policies and procedure documentation for internal
stakeholders and customers.
 • Maintain and monitor service quality tracking/reporting tools designed to identify gaps,
trends, or over achievement in service standards and take prompt, proactive action to resolve
issues wherever possible. Provide feedback to our Product team for future improvements.
• Take effective ownership of customer issues; having the confidence to handle
challenging/complex cases and find a resolution during a call and following the appropriate
escalation steps if necessary. Liaise with internal partners to deliver against SLAs within the
required timeframes. Monitor customer service provision between delivery partners and be
a primary point of contact for key clients on customer service issues.
• Loading, extracting and validation of Commodity market data.
• Restoration and delivery of client data from various sources such as FTP, HTTP, Email and
Files.
• Ensuring on time delivery of critical data sets to different clients.
• Implement change requests and additional features.
• Interaction with clients and vendors as required.
• Develop specifications for product and operations workflow enhancements.

Knowledge and Experience:

• Have excellent English communication skills – oral and written. Candidate must be able to
communicate in a clear, compassionate, and professional way.
• Have a passion for excellent customer service including rapport building, creating the WOW
experience and taking ownership of every customer interaction.
• High levels of attention to detail, with the ability to log data accurately, every time.
• Be a team player with the ability to work effectively across multi-discipline teams in a global
setting.
• Have strong computer skills with a working knowledge of MS Office suite, particularly MS
Excel. Fast typing skills are required.
• Good knowledge of Oracle and Microsoft SQL Server.
• Knowledge and work experience in Windows and Unix servers.
• Knowledge on SQL and Servers is preferred.
• Have an understanding of global CRM systems or functional knowledge of global databases if
preferable.
• Have commercial and common sense with a practical approach to problem solving
(sometimes complex).
• Have excellent organisational, multitasking, and time management skills. Proven experience
of successfully delivering work tasks requiring a high level of attention to detail.
• Experience in a customer facing/customer support role.
• Logical and methodical troubleshooting.
• Comfortable following established processes and procedures
• Ability to multi-task and prioritise under pressure, while maintaining high quality output and
deadlines.
• Strong presentation skills, Excellent time management skills.
• Basic understanding of networking, infrastructure, and associated protocols.
• Ready to work in shifts (morning, midday, night).
• BE or BTech degree in information technology or computer science.
This position description is indicative of the range of job requirements. The job comprises other duties
as required.