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7 Oct 2021

Full-Time Support Systems Analyst II – Automation, Self-Help, and Agent Performance Enhancements

GoPro – Posted by sasin Anywhere

Job Description

Support Systems Analyst II – Automation, Self-Help, and Agent Performance Enhancements

Remote USA – This role can be performed anywhere from the United States.

GoPro requires that all onsite visitors and workers be fully vaccinated for COVID-19. Vaccination is not required to perform this role, but you will not be permitted to visit GoPro’s office locations if you are unvaccinated. An exception to this rule may be made if you qualify for an approved accommodation.

About GoPro

GoPro makes it easy for people to celebrate and share experiences. We believe life is more meaningful when shared. We build cameras, software, and accessories that help the world share itself in immersive and exciting ways.

GoPro is a global movement whose business is driven by shared experiences. We celebrate diversity. We practice inclusion. We foster belonging. We demand equity. And we share the experiences of individuals and communities who also hold these values as core to who they are. From Bucharest to Munich, Silicon Valley to Shenzhen, we are dedicated to building a company that reflects and honors the diverse global communities where we live, work, and play.

GoPro is seeking a Systems Analyst for our Customer Support team based in San Mateo, California. The Support Systems Analyst will contribute to brainstorming, building, and managing systems and tools that deliver incredible self service to our customers and efficient workflows for our Support Agents.

  

What You Will Do 

  • Manage chatbot automation and integrations across all Support platforms (GoPro Support Hub and GoPro Support Contact channel) as well as supporting integrations on partner-managed platforms like GoPro.com and social media channels
  • Develop and manage self-service tools to help customers troubleshoot their own issues (ex. decision-tree interface)
  • Serve as the project manager for the implementation phases of related projects
  • Develop comprehensive response strategies for the automated experiences to assure all experiences are accurate, easy to follow, and consistent
  • Use data analytics and feedback from customers and Support Agents to continually improve and optimize our tools and services
  • Develop and manage a tool to guide Support agents to effectively and consistently help resolve customer issues
  • Research and integrate key third-party tools into our existing systems
  • Serve as Support’s in-house expert for existing automation and future integration projects
  • Partner with our Localization team to assure tools are effective in all of our supported languages
  • Maintain a thorough understanding of GoPro products and customer needs

 

Skills We’re Excited About

  • 3+ years of IT systems development and operations experience
  • First-hand experience developing automation or AI-related tools
  • Experience developing and integrating tools with Salesforce Service Cloud Classic, and Lightning
  • Experience with AWS/Amazon Connect preferred
  • Experience with Khoros a plus
  • Proficiency in Python and Salesforce Apex
  • Experience using data analytics tools to identify gaps and improvement opportunities
  • Critical thinker with a strategic, proactive and creative mindset
  • Adaptable to change and able to aptly handle ambiguity, competing priorities and multitasking
  • College degree with a focus in a related field a plus

 

GoPro Highlights

  • Get your very own GoPro camera + gear
  • Medical, dental, and vision insurance – premiums are 100% paid for employees, 80% paid for dependents
  • Life insurance and disability benefits
  • Generous time off policy
  • 12 weeks paid parental leave for new parents
  • Pre-tax and Roth 401(k) options
  • Discounted employee stock purchase plan (ESPP)
  • LiveHealthy monthly wellness reimbursement
  • Innovative remote-friendly wellness classes and events
  • Flexible work arrangements
  • Professional + personal development opportunities, i.e. LinkedIn Learning
  • Opportunities to get involved in the causes that you care about (annual camera donation + volunteer events)

 

We strive for the day that no group can be described as underrepresented at GoPro – whether as part of our brand or in our workforce. We are committed to providing a more inclusive, representative, equal, just and happy world. GoPro is proud to be an Equal Opportunity Employer.

 

The ranges added below are for Colorado-based hires only and will be dependent on candidate experience. Pay ranges for candidates in other locations other than CO may differ. Pay range: $71,400-$84,000.

 

How to Apply

Please apply through the following link: https://grnh.se/cf5dfbbd1us

Job Types: Full-Time.

Job expires in 32 days.

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