Job Description

Job Summary

The Support Operations Administrator plays a crucial role in ensuring high-quality support and operations within the organization. This position is responsible for independently resolving tickets, providing on-call support, and conducting root cause analysis to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Power Bi Reporting And Powershell Scripting To Ensure Compliance.
2. Provide On-Call Technical Support For Escalated Issues By Utilizing Powershell For Automation And Troubleshooting, And Perform Root Cause Analysis To Identify Solutions.
3. Enhance Operational Efficiency By Contributing To Value-Added Activities Such As Updating The Knowledge Base And Delivering Training Sessions To New Team Members.
4. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Sla) By Efficiently Leveraging Power Bi For Data Visualization And Powershell For Task Automation.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution (Fcr) And Minimizing Case Reopens Through Effective Communication And Problem-Solving Skills.

Skill Requirements

1. Proficient In Power Bi For Data Analysis And Reporting.
2. Strong Knowledge Of Powershell For Task Automation And System Management.
3. Familiarity With Python For Scripting And Data Manipulation.
4. Solid Understanding Of Customer Support Processes And Ticketing Systems.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Data Analyst Associate, Microsoft Certified: Power Platform Fundamentals