Support Success Analyst

The Support Success Analyst is responsible for ensuring the efficiency and effectiveness of the support team by analyzing reports, identifying trends, and implementing solutions to enhance overall performance. This role involves collaboration with internal teams to resolve issues, provide feedback, and maintain operational excellence. The analyst ensures quality assurance measures are in place, supports training efforts, and contributes to the continuous improvement of support processes.

• Education: Graduate and above
• Experience: 2+ years as a high performing Email Coordinator

• Analyze support performance reports to identify trends, opportunities, and areas for improvement.
• Track and report on key metrics, ensuring data accuracy and reliability.
• Develop actionable insights and recommendations to enhance support team effectiveness.
• Review reports and support cases to identify trends, uncover inefficiencies, and implement process improvements that enhance team performance.
• Identifies and recommends opportunities to enhance support efficiency and accuracy.
• Assist in analyzing data to identify trends and skill gaps, using insights to develop targeted training programs that enhance team capabilities and performance.
• Participating in initiatives aimed at improving and understanding support processes.
• Communicate findings from trend analysis and implement solutions in partnership with support leaders.
• Collaborates with Support and others as needed to address and resolve support-related issues promptly.
• Continuous education projects to ensure up-to-date knowledge of workflows and products
• Contribute to front line support volume as required

• Ability to work independently and within a team.
• Ability to work accurately and efficiently in a dynamic environment with tight deadlines.
• Ability to interact with employees in a professional manner.
• High work standards toward quality of work
• Passion to create and own processes
• Knowledge of Hudl s mission, vision, and values that create alignment throughout our organization.
• Knowledge of Salesforce reporting and dashboards is an advantage
• Professional written and verbal English language skills