Services Operations Analyst

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Description and Requirements

Services Analyst

About the Role

As a Services Analyst, you will support service operations while providing process and technical support to internal and external stakeholders. You will help ensure timely case resolution, service level compliance, quality standards, and customer satisfaction. Working closely with cross-functional teams including Sales, Logistics, Billing, and external partners, you will contribute to issue resolution, process execution, quality assurance, audit readiness, data analysis, and continuous improvement initiatives.

This position is hybrid based in Bogotá, Colombia.

What You’ll Do

• Monitor service cases and technical support requests, ensuring SLA and KPI compliance.
• Perform initial issue analysis and resolution process, escalating complex situations when necessary.
• Support service operations, including returns, replacements, refunds, warranty validation, and related transactions.
• Respond to customer and stakeholder inquiries, ensuring timely resolution and effective communication.
• Prepare reports, track performance metrics, analyze trends, and root cause investigations.
• Conduct case audits (technical and operational) to ensure compliance with service procedures, documentation requirements, quality standards and data integrity across systems.
• Support technical investigations by gathering data, identifying patterns, documenting findings, and coordinating with technical and field service teams to drive issue resolution.
• Leading continuous process improvement cycles: Identify recurring issues, process gaps, and improvement opportunities, recommending preventive and corrective actions.
• Collaborate effectively in a fast-paced, multicultural environment.

Requirements

Mandatory:

• Interest in technology, customer support operations, technical support, customer experience, quality assurance and continuous process improvement.
• Strong analytical and problem-solving skills.
• Intermediate MS Office skills with focus on Excel (Pivot Tables, XLOOKUP/VLOOKUP, filtering, and data validation).

Nice to have

• Previous internship or work experience in any field is a plus.

Personal Qualifications:

• Studies, recent graduate or final-year student in Engineering, Computer Science, Information Technology, or related fields.
• Highly detail-oriented with strong communication skills, proactive approach, and passion for continuous learning.
• Ability to work effectively in teams, with a strong interest in collaborating across diverse, multicultural, and cross-functional environments.