About Tekion:

Tekion is revolutionizing the automotive industry with its cutting-edge cloud-native Automotive Retail Cloud (ARC), Automotive Enterprise Cloud (AEC), and Automotive Partner Cloud (APC). The company is transforming how OEMs, retailers, dealers, partners, and consumers interact through one seamless platform powered by big data, AI, and machine learning. With more than 3,000 employees across North America, Asia, and Europe, Tekion is shaping the future of automotive retail.

About the Role:

The Customer Support Operations Analyst I plays a key role in ensuring Tekion’s customer support runs efficiently. This involves real-time management of inquiries, ticket triage, incident identification, staffing coordination, and reporting. If you have a strong eye for detail, excellent organizational skills, and a passion for optimizing support operations, this role could be a great fit for you.

Key Responsibilities:

• Monitor inbound volume (phone, chat, email), adjust workflows, and allocate resources to meet service levels.
• Ensure tickets are categorized accurately, assigned to the right teams, and closed promptly.
• Evaluate and approve requests while balancing staffing coverage and employee needs.
• Detect outages/disruptions, escalate issues, and draft outage communications.
• Create actionable reports in Excel and Power BI on ticket trends, agent performance, and volume metrics to support leadership decisions.

Key Technical Skills:

Customer Support Operations, Microsoft Excel, Power BI, Ticketing Systems (Zendesk/Salesforce or similar), Workforce Management, Incident Communication, Data Analysis

Requirements:

• 2–3 years of experience in customer support, operations management, or a related role.
• Strong proficiency in Microsoft Office Suite, especially Excel (pivot tables, charts, data analysis).
• Experience with Power BI for reporting and analytics.
• Strong analytical skills with a data-driven mindset.
• Excellent communication and team collaboration abilities.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.

Preferred:

• Experience with customer support ticketing systems like Zendesk, Salesforce, or similar tools.
• Exposure to real-time workforce management or staffing coordination.
• Familiarity with incident management and communication best practices.