Merakey Jobs

We're looking for a

CustomerSupport Operations Analyst | Pune or Hyderabad | Hybrid

We are

seeking a highly organized and proactive Support Operations Analyst to

join our team. In this role, you will collaborate with the Support team to

optimize operations and improve overall efficiency. Your expertise will help streamline

workflows, improve data integrity, and provide data-driven insights to enhance the

Customer Support team’s productivity and drive continuous improvement.

In this role you will

Partner

with Support leadership to understand business objectives and develop

operations strategies to support these objectives

Assist

the Support team with technical issues or questions related to Salesforce,

phone systems, or other support tools.

Participate

in User Acceptance Testing (UAT) for any of Global Customer Support tool

projects (Salesforce, Jira, SearchUnify, etc.)

Identify

trends, bottlenecks, and areas for improvement to inform decisions and

optimize workflows.

Act as a

liaison between the Support team and IT or other departments for issue

resolution.

Assist

with the development and refinement of standard operating procedures

(SOPs) for the Support team.

Collaborate

with team members from all around the world.

You’ve got what it takes if you have …

Salesforce

Administrator Certification or equivalent experience

Experience

with CRM integrations and workflows.

A solid

understanding of Support best practices and KPIs

Familiarity

with business intelligence tools (e.g., Tableau, Power BI) and experience

with creating reports for business users.

Previous

experience in a customer support environment.

Microsoft

Office experience (Excel, Word, PowerPoint)

Superior

written and verbal communication skills.

Willingness

to work in shifts, if required. (mostly US shifts).

This rolewill require…

Previous

experience with Salesforce or other CRM

Excellent analytical skills and experience with data reporting and interpretation.

Strong communication skills and the ability to work cross-functionally with teams.

Problem-solving abilities and a customer-focused mindset.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

#LI-Hybrid

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com