As a Business Analyst within the Customer Care Tech Team, you will bridge the gap between business needs and technical solutions, playing a pivotal role in enhancing customer service operations. Collaborating closely with product managers, developers, designers, and customer support teams, you will ensure the delivery of effective, scalable, and user-friendly systems. Your responsibilities will encompass gathering and analyzing business requirements, aligning them with technical capabilities, and contributing to the design and optimization of customer care platforms.
Key Responsibilities
Business Analysis and Optimization:
Collaborate with stakeholders to understand, document, and prioritize business requirements.
Analyze current customer care processes and systems to identify inefficiencies and areas for improvement.
Translate business needs into detailed technical and functional requirements.
Solution Design And Alignment
Partner with the development and design teams to ensure solutions align with business goals.
Create workflows, user stories, and process diagrams to support system enhancements.
Conduct impact assessments for proposed system changes, ensuring business continuity.
System Support And Feedback
Participate in user acceptance testing (UAT) to validate new features and functionalities.
Analyze feedback from end-users to refine system performance and usability.
Support the creation and delivery of training materials for new tools and system updates.
Stakeholder Collaboration
Act as a liaison between the customer care, product, and technical teams to ensure alignment on goals and timelines.
Facilitate workshops and discussions to gather insights and drive consensus on requirements.
Maintain clear and consistent communication with all stakeholders regarding project progress and challenges.
Qualifications And Skills
3+ years of experience as a Business Analyst or in a related role.
Exposure to customer care or CRM platforms (e.g., Zendesk, Salesforce, Intercom).
Familiarity with systems analysis principles and software development methodologies.
Proficiency in creating user stories, workflows, and functional requirements.
Basic understanding of SQL, APIs, and data analysis tools.
Knowledge of customer service workflows and system integrations.
Exceptional analytical and problem-solving skills.
Strong communication and facilitation abilities, capable of engaging both technical and non-technical audiences.
Highly organized, with the ability to manage multiple priorities in a fast-paced environment.
Will Be a Plus
Experience with automation or AI-driven tools for customer support.
Familiarity with agile methodologies and practices.
Certification in business analysis (e.g., CBAP, CCBA).
Benefits
We have a hybrid model in one of our offices: Limassol, Paphos or Almaty, or fully remote outside office locations.
We support relocation to Cyprus (visa, package) when needed.
This is a senior-level position with a competitive salary and benefits package (depending on location).
If you’re looking for an exciting new opportunity to take your analytical skills to the next level and make an impact in the world of finance, then Vivid is the perfect place for you. Come and join our talented team of professionals and help us revolutionize how people think about their money!
