Operations Support Analyst

2 weeks ago

Oakville, Canada ROUTEONE Full time

The Canada Operations Support - Level II Analyst will be responsible for providing functional Customer Support of RouteOne products and services available in Canada. Primary responsibility is to serve as the first-level call center contact for RouteOne’s Auto Dealership customers, troubleshooting and resolving issues as they are reported. This role will also perform and oversee ongoing systems updates necessary for RouteOne’s Canadian platform to operate. This role requires exceptional communication skills, a cool, calm demeanor that can help focus and direct solutions to problems, strong analytical abilities, and exceptional attention to detail and follow-through. Given that this role will support Canadian customers, fluency with the French language (preferably Québécois) is a requirement.

**_Job Responsibilities_**
- Answer incoming calls to the RouteOne Call Center by RouteOne customers, in both English and French (preferably Québécois).
- Create support tickets completely and clearly identifying the issue being reported.
- Interact with broader RouteOne Operations, Technical and Business teams to resolve issues as they occur, ensuring that dealers are receiving high touch and exemplary service.
- Self-monitor and manage assigned support tickets daily, ensuring their rapid and thorough resolution (or escalation when needed).
- Ensure continual understanding of, and expertise on, RouteOne’s Canadian platform.
- Execute and oversee loading of customer-provided operational files, necessary for the ongoing accuracy and operation of RouteOne’s Canadian platform.
- Develop and refine operational processes for RouteOne Canadian operational files, including identifying areas of optimization and automation, where applicable.
- Ensure ongoing updates to RouteOne’s customer support knowledge base, ensuring new support needs are identified and fully documented for use by the support teams.
- Assist teammates in identification and implementation of continuous improvement needs for Business Operations, when applicable, and advocate for constant innovation and improvements to improve RouteOne customer service.
- Maintain safety, security, and privacy standards throughout all areas of responsibility.
- Adhere to all RouteOne Audit/Security policies and procedures.

**_Knowledge_**
- Basic understanding of workflow management, with ability to identify needs and opportunities for improvement.
- Experience with customer service and support at a software/technology organization, preferably a B2B eCommerce company, helpful but not required.
- Understanding of automotive dealership financing and sales processes is helpful, but not required.
- Knowledge of RouteOne products, teams, customers, and processes (which can/will be developed on the job).

**_Skills_**
- Experience with service desk and call center technology (e.g., CA Service Desk, Salesforce, etc.) a plus.
- Experience with Acoustic Tealeaf or similar experience analytics tools a plus.
- Experience with XML/HTML a plus.

**_Abilities_**
- Very strong analytical and troubleshooting skills.
- Ability to work in a collaborative team environment, think critically and problem solve, learn new technologies, and adapt to change.
- Ability to learn quickly, inclusive of “self-starting” that learning (intellectual curiosity and ability to proactively increase your knowledge base when required).
- Excellent verbal and written communication skills.
- Ability to manage time and multiple priorities.

**_Other Essential Requirements_**
- Bilingual French/English.
- Bachelor’s degree in business or technical area, or suitable work experience.
- Prior experience in technology customer service, or related area, is a plus.
- Prior experience in automotive finance or other related consumer finance experience is a plus.

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