Process Improvement Analyst

hace 3 días


San José, San José, Costa Rica Smartsheet A tiempo completo

Smartsheet is seeking a highly skilled Process Improvement Analyst to join our Technical Support team. As a Process Improvement Analyst, you will be responsible for assessing and monitoring open customer escalations, helping to ensure they are being addressed by the right team of technical experts. You will also identify and report on common trends causing customer escalations, providing recommendations for improvement.

This is an exciting opportunity for someone who enjoys problem-solving, research, and analysis. As a key member of our Technical Support team, you will work closely with internal stakeholders from Support as well as other departments across Smartsheet.

About the Role:

  • Assess and triage incoming escalation requests, providing a level of oversight for escalated Technical Support issues.
  • Capture potential system and procedural improvements within escalation processes, to improve customer experience and efficiency.
  • Identify and report on common trends causing customer escalations from product to process issues, provide recommendations for improvement, and help track resolution of these issues to prevent the same escalations occurring in the future.

About You:

  • 2+ years customer or technical support experience, preferably in a SaaS environment.
  • Experience working with ticketing / CRM tools, such as Salesforce/Service Cloud, Zendesk, or Jira.
  • Ability to capture, manipulate, analyze, and draw inferences from large data sets.


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