Customer Support Analyst

Are you ready to launch your professional development? And to take your career to the next level? If you answered yes, you are ready to join a business based on longevity and the development and growth of each team member.

Nebula’s Shared Support Services team provides support to global clients to enable a range of cloud technologies focused on enabling the clients’ cloud journeys as well as manage the cost associated with cloud
- and their technology environments.

We are seeking a Customer Support Analyst focusing on mobile
- & cloud analytics with strong client & operational skills to execute deliverables to customers. As a member of the Shared Support Services team, you will interact with all areas of the business to deliver the best possible customer experience.

You will field queries and enquiries from customers who want help using Nebula’s OneView product. You will work directly with our Development, Product & Service Desk teams to ensure that we deliver a proactive, high quality and quick resolution customer experience.

**Position Summary**:
The main purpose of this position is to enable close liaison between various stakeholders to ensure that high-quality reports and analyses are delivered to our clients to enable business decisions. The position requires processing and delivery of large scale data gathering, analysis, reporting and interpretation, using Microsoft-based platforms (e.g. PowerBI, Excel) together with Nebula’s OneView Platform.

If you are looking for meaningful work, want to push yourself to unlock your infinite potential and accelerate your career, look no further. With our distributed work model, we can hire people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with. Learn more about our people brand by watching our culture videos:
**Key Responsibilities**:

- Business Support and Analysis to drive client engagements
- In-depth understanding and insight of key customers’ environments and needs - to create engagement strategies with clients through the provision of product and operational service.
- Document the technology processes of Nebula for internal purposes
- Enhance and optimize processes both internally and with the client by deploying automation
- Establish and compile business cases and feasibility documentation & results
- Drive integrity in report outputs
- Conduct large scale investigations and outputs that adds business value
- Conduct investigations, gather and normalize data, analyse trends and results
- Compile and present reports
- Operational Client Support including user queries & reporting, as required
- Develop one’s own knowledge base within the telecoms, cloud and technology fields through an active and deliberate plan of research and study
- Convert customer requirements into telecoms requirements which could result in new products and services
- Conduct feasibility studies on the development of new/existing products and services
- Discuss the report development requirements with Shared Support Services as well as IT Dev and ensuring that the requirements are executed
- Evaluate new offerings in the market

**Requirements
- Must Haves**:

- Relevant business
- or finance degree or 3 years minimum related experience
- Understanding of large-scale data & reporting
- C-level client liaison
- Cross-departmental internal liaison and coordination
- Exposure to a development team and prioritization
- MS Office experience with large emphasis on MS Excel (PowerBI advantageous)
- Focus on process automation advantageous
- Knowledge of cloud
- and cloud platforms advantageous (e.g. Azure, AWS)
- Self-starter with a can-do attitude and culture of learning

**Required Skills**:

- Leadership - strong leadership skills to motivate and lead the team effectively and to ensure that employees have the knowledge they need to do their jobs well
- Effective resource planning - Building, motivating and mentoring, retaining top talent and excel in day-to-day people and performance management
- Communication Skills - strong verbal & non-verbal communication skills, interpersonal skills, which enables effective communication with their team, give clear instructions, with clients and provide great customer service
- Teamwork - needs to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
- Detail-Oriented - analytical skills and the ability to interpret information from numerous sources to prepare and present reports, or draw effective conclusions based on facts - to find focused solutions to business (client) challenges
- Lateral thinker - the ability to see the sum of parts, proactively addressing challenges
- Project management - defining project priorities, driving project execution and customer feedback
- Data and metrics driven - both qualitative and quantitative

**So who are we and what's our cultur