The Business Analyst – online support is responsible for completing various email support projects and daily tasks as defined by Management. The candidate must have excellent communication and organizational skills, display a rigorous work ethic and possess initiative and independent thinking.

Essential Job Functions:
Email Response Duties
-Assist Online Support team with making improvements to email process and policy
-Compile and manage email management reports (daily, weekly, monthly)
-Compile and manage email quality reports and participate in weekly email quality sessions
-Analyze reports to determine trends, forecasting and to ensure service level adherence
-Maintain email response template library (develop content, edit suggested content, deploy into production)
-Research and investigate email escalation audits and escalations received by Management
-Research and investigate potential email outages, report outages to NOC and to email teams
-Assist and/or lead various email related projects and tasks as defined by Management
-Suggesting process improvements for improving quality and efficiencies related to the Email

Management response function.
-Work with Outsourced Call Center management to suggest improvements, and implement improvements in the areas of email response management.
-Knowledge Management Duties
-Work with the IKB, Marketing, Project Management, Process Realization, and Customer Support teams to identify new areas of knowledge that need to be deployed on Vonage.Com’s website.
-Deploy and communicate those articles to the Email Response teams to be used as templates for Vonage’s customer base.
-Ensure all other channels of support are adequately equipped with the appropriate knowledge articles.
-Reporting/Measurements on Knowledge Article and Email Response effectiveness.
-Suggest and identify ways to improve the customer experience while reducing call and email volume through the continuous analysis of call/email trends through the coordination of publishing articles online.

Specific Requirements:
-1+ years customer care and technical experience in a call center or Customer Care environment
-2+ years call center experience, preferably working within an email support capacity
-1 + years experience producing and managing management level reports
-Strong analytic skills in order to identify trends and to assist with volume/staffing forecasts
-1+ years experience creating Excel spreadsheets and working with Excel formulas
-Solid organizational, administrative, and time management skills
-Excellent writing/grammar skills and attention to detail
-Strong working knowledge of Microsoft Office (Word, Excel, Outlook, etc.)
-Must be flexible with hours

Additional Skills (would like to have but not required)
-Experience with email quality assurance programs
-Process/Procedure documentation

Education: College Degree preferred


For quick consideration apply here