Business Analyst

hace 7 días

Sevilla, España Solera A tiempo completo

The Role
- We are looking for a business analyst to work with our customer support teams across the international operation to document processes, procedures and workflows, building knowledge bases and training articles for our teams and customers. A key driver as we develop our Customer Support ticketing solutions in Salesforce, this role be fundamental in the design and implementation of help articles, videos and instructions that will enable our customers to solve some of the most common issues on their own.
- The individual will work with teams across multiple countries and have good questioning skills and attention to detail in order to document the tasks that are carried out. Finally, the ability to spot the potential to improve the efficiency of processes and procedures is extremely valuable as we work to improve the quality and pace of the Customer Support we offer to our customers.
- What You’ll Do
- Compile knowledge base libraries for all procedures associated with Customer Support
- Gather and analyse information across products, systems and processes to develop consistent guidelines and documentation for use by our employees and customers to help resolve issues
- Analyse case data and knowledge article usage to determine where gaps in our support provision exist and to then fill those gaps with the appropriate support documentation
- Produce highly accurate, easy to use internal and external documentation in consistent formats.
- Support new systems and tools requirements gathering as we upgrade and roll out new customer support tools across the organisation
- Additional responsibilities of the role include:

- Identify opportunities to streamline and improve processes to make them more efficient or to improve the customer experience
- Support with training of processes and procedures
- Support with new product launches in regions
- Support with reporting and MI
- What You’ll Bring
- Up to 3 years’ experience in a similar BA position preferably in a Customer Support environment
- Experience producing workflows, policy and procedural documents
- Proficiency and experience in Salesforce CRM (Lightning) with particular reference to knowledge base elements is essential
- Proficiency in Genesys telephony solutions is desirable
- Strong analytical, questioning and problem-solving skills
- Ability to interpret both technical and non-technical information and to present this in a way that is easy for all levels of experience and ability to follow
- Self-motivated with the ability to work independently
- Enjoy working in a fast-paced environment with rapidly changing priorities
- Comfortable communicating with and influencing different levels within an organisation
- Must be fluent in English and an ability to speak multiple languages would be advantageous

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