Operations Support Analyst

About The Role We are looking for a highly analytical, customerfocused, and technically curious Operations Support Analyst to join our Customer Support Operations team. In this role, you will investigate customerreported issues, troubleshoot software and operational problems, perform data analysis, manage support requests, and collaborate with crossfunctional teams to deliver exceptional customer experiences. You will act as the bridge between customers, Product, Engineering, Customer Success, and Operations while ensuring timely resolution of incidents and continuous improvement of support processes. This role is designed for professionals who enjoy solving complex problems, working with data, understanding SaaS products, and building strong customer relationships. Core Responsibilities Investigate customer issues by analyzing application data, operational reports, system logs, and business metrics to identify root causes and recommend effective solutions. Monitor and manage customer requests, incidents, and technical support tickets while ensuring adherence to defined SLAs. Investigate fuel inventory variances, wetstock exceptions, and operational anomalies using Automatic Tank Gauge (ATG) data, pointofsale transactions, delivery records, inventory reconciliation, and historical trends. Support 24/7 operational monitoring by investigating fuel loss alarms, water alarms, overfill alarms, and other operational alerts, ensuring timely investigation, escalation, and resolution. Analyze customer and operational data to identify recurring issues, product improvements, and process optimization opportunities. Collaborate with Product, Engineering, Customer Success, and Operations teams to resolve complex technical and operational issues. Create and maintain investigation reports, SOPs, troubleshooting guides, and knowledge base documentation while delivering excellent customer support. Data Analytics & Technical Skills Develop reports, dashboards, and data visualizations using Microsoft Excel, Power BI, Tableau, Looker Studio, SQL, or similar Business Intelligence tools. Extract, validate, transform, and analyze data from multiple sources to generate actionable business insights and support operational decisionmaking. Support SaaS applications through software troubleshooting, system configuration, user administration, and technical issue resolution. Identify opportunities to automate manual processes using Power Automate, Power Apps, SharePoint, SQL, APIs, or other lowcode and workflow automation tools. Monitor operational KPIs, SLA performance, support metrics, and customer trends while recommending datadriven improvements to business processes and customer experience. Contribute to continuous improvement initiatives by leveraging analytics, reporting, automation, and emerging technologies, including AI, to improve operational efficiency and service delivery. Required Skills Customer Support & Operations Technical Support Application Support Product Support SaaS Support Customer Operations Incident Management Ticket Management Case Management Customer Issue Resolution Escalation Management Helpdesk Operations Service Desk SLA Management CRM & Support Platforms Zendesk Salesforce Freshdesk HubSpot ServiceNow Jira Service Management Zoho Desk Microsoft Dynamics CRM Data, Reporting & Automation Microsoft Excel Advanced Excel Pivot Tables XLOOKUP/VLOOKUP Data Analysis Data Validation Dashboard Creation Operational Reporting Business Analytics Power BI (Preferred) Basic SQL SharePoint Power Automate Power Apps Technical Skills Root Cause Analysis Software Troubleshooting Application Support SaaS Platforms Enterprise Software System Configuration User Administration Process Documentation Knowledge Management Technical Documentation Professional Skills Analytical Thinking Critical Thinking Problem Solving Customer Communication Stakeholder Management Relationship Building Time Management Attention to Detail Team Collaboration Continuous Improvement Ownership & Accountability Adaptability Learning Agility Preferred Qualifications Bachelors degree in computer science, Information Technology, Engineering, Business Analytics, Data Analytics, Information Systems, or a related field. 2 to 4 years of experience in Technical Support, Product Support, Application Support, Customer Operations, CRM Administration, Service Desk, Helpdesk, or Operations Support. Experience supporting SaaS or enterprise software applications. Familiarity with CRM platforms and ticket management systems. Exposure to Power BI, Tableau, SQL, APIs, or automation tools About The Role We are looking for a highly analytical, customerfocused, and technically curious Operations Support Analyst to join our Customer Support Operations team. In this role, you will investigate customerreported issues, troubleshoot software and operational problems, perform data analysis, manage support requests, and collaborate with crossfunctional