Operations Support Analyst

Actively Reviewing

Aumni

Pune Full-Time 4–8 yrs exp Posted 1 hour ago · Apply by Sep 14, 2026

Job Description

About The Role

We are looking for a highly analytical, customer-focused, and technically curious Operations Support Analyst to join our Customer Support Operations team. In this role, you will investigate customer-reported issues, troubleshoot software and operational problems, perform data analysis, manage support requests, and collaborate with cross-functional 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.

Key Responsibilities

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, point-of-sale 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 decision-making.
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 low-code and workflow automation tools.
Monitor operational KPIs, SLA performance, support metrics, and customer trends while recommending data-driven 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

Bachelor’s 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

Required Skills

Data Analysis Power BI Business Intelligence Adobe Illustrator Root Cause Analysis CRM Administration Monitoring SQL Tableau Excel VLOOKUP JIRA CRM Salesforce