Data/Business Analytics & AI-Enabled Support Operations Specialist

Data/Business Analytics & AI-Enabled Support Operations SpecialistThe RoleUST is searching for a data driven professional with 3-6 years of relevant experience in support operations, analytics, or customer experience role who can analyze support and vendor data, identify patterns, and proactively predict issues before they impact customers.The role requires strong analytical thinking, solid Excel and CRM fundamentals, structured documentation skills, and effective use of AI tools to improve support efficiency and customer experience.What You’ll Do· Analyze support and vendor data to identify trends, anomalies, and root causes. Move from descriptive reporting to predictive insights (e.g., volume spikes, CSAT drops). Build Excel based reports, dashboards, and SLA scorecards.· Ensure accurate ticket triage, tagging, and SLA tracking across support channels.· Create and maintain structured knowledge base (KB) documentation using KCS practices.· Use AI tools to draft, refine, and personalize customer responses and documentation.· Collaborate with product and operational teams to proactively surface risks and recommendations.This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.What You Need· Must Have Skills Analytics & Data:· Strong analytical skills with ability to distinguish correlation vs. causation. · Experience analyzing support/customer data and identifying actionable patterns. Excel Hands-on experience with Pivot Tables, filters, and VLOOKUP.· Ability to merge datasets and create clear performance dashboards.· Advanced Excel skills: XLOOKUP, Power Query, macros. CRM & Support Operations.· Experience working in CRMs (Zendesk, Salesforce Service Cloud, Freshdesk, or similar).· Understanding of ticket lifecycle, routing, and SLAs (First Response vs. Resolution Time)· Comfortable engaging customers over chat, email, or calls for issue resolution. Writing & Documentation.· Strong written communication skills. · Ability to document step by step troubleshooting and support procedures.· AI Literacy Experience using AI tools (e.g., ChatGPT, Gemini) to draft responses or documents. · Ability to review AI output for accuracy, tone, and completeness.· Prompt engineering for near zero click resolutions.· Prompt versioning, evaluation, and output quality benchmarking.· Nice to Have Skills:· Advanced Analytics & Automation o Experience predicting support volume spikes and operational risks.· CRM & Workflow Automation.· Experience setting up CRM workflows, triggers, or automation.· Using CRM data to influence business or product decisions.· Tools & Platforms:· Airtable (relational data modeling, Builder certification).· Google Sheets automations and cross functional collaboration workflows.· Writing & Knowledge Management· KCS certification and brand voice consistency.· Education:· Minimum Bachelor s degree is required.Location & CompensationCompensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.Role Location: Bentonville, Arkansas - Open for remoteCompensation Range: $96,000-$117,000Who We AreSince 1999, UST has worked side by side with the world’s best companies to make a powerful impact through transformation. Headquartered in the United States, UST is powered by technology, driven by AI, inspired by people, and led by our purpose, we partner with our clients from design to operation. Our AI-driven digital solutions, proprietary platforms, engineering, R&D, products, and innovation ecosystem turn core challenges into impactful, disruptive business outcomes. With deep industry knowledge and a future-ready mindset, we infuse expertise, innovation, and agility into our clients’ organizations—delivering measurable value and positive lasting change for them, their customers, and communities around the world. Together, with 30,000+ employees in 30+ countries, we build for boundless impact—touching billions of lives in the process. Visit us at .BenefitsFull-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.Equal Employment Opportunity StatementUST is an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.#UST#LI-YG1