[Hiring] Support Solutions Analyst @Conservice

Role Description

The Support Solutions Analyst leads high-profile and special projects, such as pilots, as assigned by Support leadership. Assigned projects can come from any client, property type, or service provider. For each project, the analyst builds the support processes, documentation, and training it needs, tests new approaches, and turns what works into repeatable processes for the wider Support team. Day-to-day support and standard processes stay with the broader Support team.

This is a project and process role, not a day-to-day escalation role. The analyst works closely with the Account Management team, the Enablement and Training team, the Project Management Office, Implementation, and Resident Marketing to launch new clients and properties, roll out changes to existing ones, and fix recurring problems at the root. Strong project management, data analysis, and written communication skills are essential.

This position is part of the Support Solutions Team within the Support Group and reports to the Support Solutions Lead.

Core Objectives

• Build support processes for assigned high-profile and special projects
• Prepare Support for assigned high-profile client launches and changes, so residents have a working support path on day one
• Run assigned special projects and pilots, then turn the results into recommendations and repeatable processes
• Find and fix recurring support issues tied to assigned projects through data analysis and cross-functional problem solving
• Keep documentation, training, and knowledge base content for assigned projects accurate through launch and handoff to the broader Support team

Day-to-Day Responsibilities

Primary Responsibilities

• Lead assigned continuous improvement projects focused on support workflows, policies, and resident experience
• Take on special projects assigned by Support leadership, such as pilots, including planning, tracking results, and reporting outcomes
• Partner with Account Management, PMO, and Implementation to prepare Support for assigned high-profile launches, including call paths, escalation contacts, and client- or property-specific procedures
• Create training materials, knowledge base articles, and process documentation for assigned projects
• Design escalation paths and response procedures for assigned projects, including service-impacting events such as outages and provider service changes

Additional Responsibilities

• Coordinate with service providers on workflows and integration changes
• Analyze support metrics, ticket trends, and client- and property-level data to spot problem areas and improvement opportunities
• Support transitions affecting clients and properties, such as phone system changes, platform migrations, and provider switches
• Work with Resident Marketing on resident-facing communication for changes
• Partner with the Enablement and Training team to roll out training for new processes, tools, and pilot outcomes
• Partner with the Account Management team to align on client needs, expectations, and changes that affect support
• Facilitate cross-functional working sessions to gather requirements and agree on solutions
• Present project updates and recommendations to Support leadership
• Track deliverables and maintain project documentation in project management tools

Schedule & Availability

• Operating Hours: US-based office hours on Mountain Time or Eastern Time schedule, Monday through Friday
• Follows Conservice Connectivity corporate calendar
• Schedule Flexibility: Full-time position, work-from-home position with optional hybrid arrangement for those local to Salt Lake City
• Must be available for cross-functional meetings and project collaboration sessions

Benefits

• Work-from-home environment
• Company-provided equipment (laptop, headset)
• Company-sponsored health benefits
• Paid time off and holiday pay
• Employee recognition programs

Qualifications

• High school diploma or equivalent required
• 2+ years in a Support team, with increasing responsibility over time
• Experience leading support projects or process improvement initiatives
• Background in project management and cross-functional collaboration
• Experience writing training materials and process documentation
• Experience in a service-oriented or shared-services operations team, working with stakeholders across business units

Requirements

• Reliable high-speed internet connection (minimum 25 Mbps download and 10 Mbps upload)
• Quiet, dedicated workspace
• Proficiency in project management tools (Jira, Asana, or similar)
• Data analysis skills, including advanced Excel or Google Sheets
• Experience with process documentation and workflow design tools
• Ability to build clear presentations for leadership
• Familiarity with support platforms (Zendesk preferred)

Preferred Qualifications

• Experience supporting residential properties or working with property management teams
• Past customer service, call center, operations, or similar experience
• Experience in early-stage startups, high-growth teams, or newly formed business units within larger organizations
• Experience with Conservice Connectivity (formerly Onboard) support operations
• Knowledge of the property management and telecommunications industries
• Background in process improvement methods (Lean, Six Sigma)
• Experience with change management and training development
• Familiarity with data visualization tools (Tableau, Power BI)
• Project management certifications (PMP, Agile/Scrum)

Geographic Requirements

• United States Positions: Must be physically located in the United States, legally authorized to work in the United States, and work within Mountain Time or Eastern Time zone hours
• Philippines Positions: Must be physically located in the Philippines, legally authorized to work in the Philippines, and work within US Mountain Time or Eastern Time zone hours (night shift)