Support Operations Engineer - Remote

DFIN is seeking a support operations engineer (individual contributor role) responsible for defining & implementing “best practices” based customer service workflows globally. We are seeking a candidate that has proven success in creating a world class support organization through the use of technology and process improvements. This person will document and continuously improve upon customer support processes. Specifically, this person will help to define & implement best practice solutions to enhance and optimize the customer experience through the use of analytics, knowledge management and modernization of contact center applications.

This person will work collaboratively with cross-functional stakeholders to drive meaningful customer experience improvements. This role will require both innovation and tactical implementation skills.

• Help define global support standards and best practices by collaborating internally and also seeking/utilizing industry best practices; identify impactful projects to enhance the customer experience
• Be creative. Innovate. Build. Lead change. Have a passion to deliver programmatic changes that lead to better customer and employee outcomes
• Specifically, identify and drive projects associated with: 1)reporting/analytics; 2)quality; 3)knowledge management; 4)continuous process improvement; 5)training and 6)contact center technology & tooling assessment & usage; be able to measure the impact of the innovations rolled out
• With the functions listed above, ensure global standards and best practices are being followed
• Be a strong customer advocate into key cross functional organizations such as sales, product, engineering, finance and marketing
• Develop tools, processes, and best practices to ensure customer support teams are delivering the greatest possible value for DFIN and customers. 

• Bachelor's degree or equivalent experience
• 5+ years of progressive contact center and customer support experience
• 3-5 yrs experience in data analytics and/or real world application of improvements made through the use of KPI’s
• Experience with Zendesk and other customer support tools; at a level of proficiency to be able to administer changes to enhance the support tools
• Proven proficiency in at least 3 of the following domains: analytics, customer support quality control, knowledge management, tooling, training and process improvement within the customer support domain

• Track record of innovation through people, processes and technology
• Ability to influence through persuasion, negotiation, and consensus building
• Strong empathy for the role of technical support teams AND a passion for delivering innovations that contribute to them delivering high quality customer outcomes in a repeatable and predictable manner
• Ability to effectively communicate through all mediums (verbal, listening, written)
• Extremely organized, with effective time management skills