OPS Support Analyst

11 hours ago

Makati City, National Capital Region, Philippines Vault Outsourcing Opc Full time $40,000 - $60,000 per year
About the job OPS Support Analyst

About the Role:

The OPS Support Analyst is responsible for managing our operational and telephony tickets board, ensuring all tickets are actioned and followed-up in a timely manner with clear communication of all updates, appropriate investigation and trouble-shooting is completed, and triaging tickets to the correct owner. Additionally, the OPS Support Analyst will also support in creating, scheduling and running Outbound Dialler campaigns in Genesys, providing reporting and insights into campaign performance.

Key Responsibilities:

OPS Board Management

  • Manage and triage Salesforce and Telephony tickets using playbooks.
  • Conduct initial ticket reviews and determine resolution path or escalate as needed.
  • Take appropriate action (self-resolve, re-assign, or request more info) and follow up.
  • Escalate issues without playbook coverage and help improve documentation.
  • Identify recurring issues and support root-cause analysis.

Outbound Dialler Campaigns

  • Coordinate with internal teams to set up and run OB Dialler campaigns.
  • Provide basic troubleshooting and performance reporting to guide future campaigns.

Telephony Platform Maintenance

  • Maintain and update user profiles, permissions, and onboarding/offboarding tasks.
  • Provide L1 support and escalate complex Telephony/Omni Channel issues.
  • Document systems, retrieve logs, and liaise with vendors (Datacom/Salesforce).
  • Train users on Genesys/Omni Channel and audit DID numbers and call usage.

Qualification:

Have strong technical skills pertaining to Salesforce (ideally Financial Services Cloud) and Telephony (experience with Genesys is a plus)

Be highly collaborative with clear and professional written and verbal communication

Be able to self-coordinate their working priorities diligently and consistently, with a focus on delivering exceptional customer (internal stakeholder) experience

Be comfortable handling and creating data, synthesizing for actionable insights

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