Omnichannel Analyst

About the role:

The Engineering Team at GLG builds systems that match companies around the world with experts who can help them make the right call on their most important decisions.  We’re looking for a motivated professional to support the communications fabric that empowers our clients’ professional decisions. Joining GLG’s Omnichannel operations team, you will collaborate closely with engineering teams to provide high quality support for our conference system and related communications channels.  

Reporting to the Manager of Omnichannel Operations, the Conference Support Analyst will be a critical member of the team and will provide Level 1 and 2 support to our internal conference system users. You will analyze and report on trends and metrics of our communications services. You will partner globally and across organizational boundaries to maximize the quality of service and provide an exceptional client experience.  You will diagnose issues, identify workarounds, communicate status, and drive rapid resolution to help increase system reliability. 

Key Responsibilities:

• Support the continuous operation and reliability of GLG's critical conference systems 


• Respond to support requests in a prompt and professional manner 


• Regularly collaborate with our engineering teams to facilitate ticket resolution 


• Communicate resolutions to stakeholders and be able to explain technical solutions to nontechnical people 


• Identify, document, and communicate opportunities for system or process improvement 


• Analyze and report on trends and metrics of our communications services 

Qualifications: 

• A growth mindset, and an eagerness to learn technologies  


• A strong interest in problem solving and collaboration 


• The ability to investigate and diagnose system problems 


• 3+ years of experience supporting enterprise level software applications 


• Knowledge of audio and video conference systems is a plus 


• Passionate about learning technology platforms, and how they can optimize business workflow 


• Experience in monitoring key support metrics, SLAs, and KPIs 


• Proven experience adhering to best practice problem and incident management processes 


• A self-motivated and lifelong learner mindset  


• Highly personable and collaborative with strong interpersonal and partnership building skills