Senior Manager responsible for building digital measurement frameworks at Arc’teryx. Shaping strategies for marketing measurement and digital analytics for global marketing teams.
About the role
- Support Analyst managing ticket flow efficiently while collaborating across teams. Ensuring timely resolutions and reporting metrics in a dynamic support environment.
Responsibilities
- Manage and monitor the flow of support tickets, ensuring all requests are handled efficiently and within established timeframes.
- Prioritize tickets according to urgency and impact on the customer or operations.
- Assign tickets across support teams, ensuring correct allocation of resources.
- Track and report ticket resolution status, ensuring transparency with stakeholders.
- Collaborate with technical teams to ensure efficient resolution of issues identified in tickets.
- Analyze data and generate reports on support team performance, identifying potential process improvements.
- Ensure compliance with SLA metrics and KPIs related to support tickets.
- Act as an escalation point for complex or high-impact issues.
- Propose continuous improvements to the ticket management process and the quality of service provided.
Requirements
- Completed technical training or certification in IT, Computer Science, Computer Maintenance, or related areas.
- Currently studying for or holding a degree in related fields such as Computer Science, Information Technology, or similar.
- Previous experience with ticket management systems.
- Familiarity with ITSM tools, preferably ServiceNow.
- Knowledge of monitoring tools and service performance metrics.
- Understanding of SLA and KPI concepts.
- Proficiency with Microsoft Office tools (Teams, Excel, Word, PowerPoint).
- Experience in team management or coordinating activities.
- Knowledge of IT processes and technical support is desirable.
Benefits
- Meal allowance or food voucher – to keep you energized.
- Medical and dental coverage – because health is a priority.
- Life insurance – for your safety and peace of mind.
- Birthday day off – to enjoy your special day.
- Profit sharing – if the company succeeds, you do too!
- Transportation allowance – to commute to the office.
- Holiday bonus – a year-end bonus to contribute to the Christmas celebration.
- Zenklub – mental and emotional health support, including consultations with nutritionists.
- Wellhub – programs to balance body and mind with physical activities.
- OnHappy – benefits to enjoy weekends, holidays, or vacations.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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