Job Description:
The Automated Support Systems Analyst in Lusail is responsible for designing, analyzing, and optimizing automated tools and workflows that enhance customer service efficiency and reduce manual intervention. This role supports the implementation and maintenance of systems such as chatbots, auto-responses, ticket routing algorithms, and AI-powered customer engagement platforms.
Key responsibilities include analyzing support ticket data, identifying automation opportunities, working with developers to implement solutions, and ensuring that automation tools are properly integrated with existing CRM and helpdesk platforms. The analyst also conducts performance evaluations of automated systems, monitors customer interaction metrics, and makes recommendations for improvement based on user feedback and analytics.
This role is critical in driving innovation and scalability in customer support operations, helping the organization deliver faster, smarter, and more consistent service.
Job Requirement:
Education: Bachelor’s degree in Information Systems, Computer Science, Data Analytics, or a related field.
Experience: 3–5 years in customer service systems, automation, or business process analysis.
Skills:
Experience with automation platforms (e.g., Zapier, UiPath, Intercom, Freshdesk bots).
Understanding of CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
Analytical skills for interpreting performance data and customer behavior.
Familiarity with scripting or low-code tools is a plus.
Language: Fluency in English is required; Arabic is beneficial.
Other Requirements:
Ability to collaborate with technical and non-technical teams.
Detail-oriented and process-driven mindset.
Comfortable with system testing and quality assurance.
Passion for innovation and continuous improvement in support operations.
