Technical Research Analyst

Role Overview: As a Technical Research Analyst at IntouchCX, you play a crucial role in ensuring high-quality service delivery by quickly learning and maintaining comprehensive knowledge of partner brands, products, and processes. Your responsibilities include identifying product issues, analyzing data for trends, coordinating incidents, and providing support for Partner Escalations. Additionally, you will contribute to improving business performance and partner success through critical thinking and developing solutions. Key Responsibilities: - Identify product issues and improvement opportunities - Analyze data to understand emerging trends and suggest improvements - Coordinate end-to-end incidents and report to appropriate teams - Serve as a point of contact for Partner Escalations - Conduct incident reviews, follow up on action items, and prioritize large-scale issues - Help Tier 1 & Tier 2 with tool issues and escalations - Provide in-depth operational knowledge in partner meetings - Ensure policies and procedures are followed on all tickets - Handle VPN/Proxy Issues, Geo Filtering, and speed bump issues - Assess the scope and impact of product-level outages and involve other teams as needed - Maintain thorough knowledge of systems and processes - Attend team meetings and additional training sessions - Demonstrate a positive work ethic and commitment to achieve outcomes Qualifications Required: - Some post-secondary education or completion of a post-secondary degree in Business - 2-3 years of experience in the Technical Support Service industry - Experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products - Strong technical support experience with exceptional troubleshooting skills - Data analysis experience preferred - Familiarity with trend analysis, troubleshooting, and critical thinking - Experience in reporting & dashboard creation - Knowledge of Streaming, Gaming, Tooling, Membership & Billing, and Cloud/SAAS Platforms - Proficiency in escalation trend analysis and incident identification - Excellent verbal and written communication skills - Ability to create knowledge base articles - Experience in cross-functional stakeholder management - Typing speed of 30 WPM with accuracy - Proficiency in spreadsheet applications for operational reporting - Exceptional time management, organizational, and prioritization skills - Ability to identify process improvement opportunities - Flexibility to work various shifts, including days, evenings, and holidays Role Overview: As a Technical Research Analyst at IntouchCX, you play a crucial role in ensuring high-quality service delivery by quickly learning and maintaining comprehensive knowledge of partner brands, products, and processes. Your responsibilities include identifying product issues, analyzing data for trends, coordinating incidents, and providing support for Partner Escalations. Additionally, you will contribute to improving business performance and partner success through critical thinking and developing solutions. Key Responsibilities: - Identify product issues and improvement opportunities - Analyze data to understand emerging trends and suggest improvements - Coordinate end-to-end incidents and report to appropriate teams - Serve as a point of contact for Partner Escalations - Conduct incident reviews, follow up on action items, and prioritize large-scale issues - Help Tier 1 & Tier 2 with tool issues and escalations - Provide in-depth operational knowledge in partner meetings - Ensure policies and procedures are followed on all tickets - Handle VPN/Proxy Issues, Geo Filtering, and speed bump issues - Assess the scope and impact of product-level outages and involve other teams as needed - Maintain thorough knowledge of systems and processes - Attend team meetings and additional training sessions - Demonstrate a positive work ethic and commitment to achieve outcomes Qualifications Required: - Some post-secondary education or completion of a post-secondary degree in Business - 2-3 years of experience in the Technical Support Service industry - Experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products - Strong technical support experience with exceptional troubleshooting skills - Data analysis experience preferred - Familiarity with trend analysis, troubleshooting, and critical thinking - Experience in reporting & dashboard creation - Knowledge of Streaming, Gaming, Tooling, Membership & Billing, and Cloud/SAAS Platforms - Proficiency in escalation trend analysis and incident identification - Excellent verbal and written communication skills - Ability to create knowledge base articles - Experience in cross-functional stakeholder management - Typing speed of 30 WPM with accuracy - Proficiency in spreadsheet applications for operational reporting - Exceptional time management, organizational, and prioritization skills - Ability to identify process improvement opportu