Business Support Specialist

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Head of Quality, Training, Development & Implementation  - Contact Center Operations

Business Support Specialist

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  • Acquire data from primary or secondary data sources and maintain databases and data systems
  • Identify, analyse and interpret trends or patterns in complex data sets
  • Interpret data and analyse results
  • Administer and support Internal ERP system (CAT), and Cloud based phone system, setup system according to Business needs
  • Assist and educate staff on Cloud based phone system and internal ERP system
  • Create and maintain technical documentation for various systems, services and business processes including databases and reporting procedures
  • Assist with the review, consolidation and reduction of data discrepancies
  • Locate and define new process improvement opportunities
  • Assist and educate users in the operations and scheduling of reports
  • Work with 3rd-party vendors on support and maintenance issues
  • Support end users and computers: deploy and troubleshoot hardware and software, network issues
  • Work alongside processes and standards to setup and manage end-user computing infrastructure


  • Technical proficiency
  • Business communication
  • Business analysis and planning skills
  • Analytical thinking and troubleshooting skills
  • Ability to communicate with all levels of staff
  • Results driven
  • Highly organized
  • Flexibility and adaptability to adjust to changing project needs in evolving situations
  • Strong command of English both written and spoken

Required Education and Experience

  • Bachelor’s degree or equivalent experience of 2 years
  • Proven working experience as a data/reporting analyst OR IT support analyst
  • Strong analytical skills with the ability to collect, organize, analyse and disseminate significant amounts of information with attention to detail and accuracy
  • Experience and working knowledge of Microsoft products

Advantageous, but non-essential skills

  • Technical expertise regarding data models, database design development, data mining and segmentation techniques
  • Deep understanding of IT and end user computing
  • Knowledge of and experience with reporting services (MS SQL, Crystal Reports), databases (i.e. SQL), programming (i.e. VBA, Excel macros)
  • Adept at queries, report writing and presenting findings
  • Computer-related certifications in association to database administration and/or reporting

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