Perk

Customer Care Incident Management Analyst

Perk

full-time

Posted on:

Location Type: Hybrid

Location: Barcelona • Spain

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About the role

  • The Incident Management Analyst focuses on the analytical and tactical execution of the Mass Incident process.
  • Manages the technical execution of the Mass Incident Process during active disruptions.
  • Evaluates the severity of incidents and the overall impact on Global CC Operations.
  • Shares SOPs with In-House and Outsourced teams to ensure uniform request handling.
  • Coordinates with WFM, Ops, and the Incident Management Lead to gather data in preparation for disruptions.
  • Monitors inboxes and creates reports on pending tickets to ensure correct handling.
  • Acts as a Point of Contact (POC) to funnel communication from other departments to the team.
  • Provides coaching, shadowing, and side-by-side sessions for team members while keeping training materials updated.
  • Delivers sound solutions on time and considers learnings from past failures for future tasks.
  • Analyzes complex customer issues and proactively identifies root causes.

Requirements

  • The Incident Management Analyst focuses on the analytical and tactical execution of the Mass Incident process.
  • Manages the technical execution of the Mass Incident Process during active disruptions.
  • Evaluates the severity of incidents and the overall impact on Global CC Operations.
  • Shares SOPs with In-House and Outsourced teams to ensure uniform request handling.
  • Coordinates with WFM, Ops, and the Incident Management Lead to gather data in preparation for disruptions.
  • Monitors inboxes and creates reports on pending tickets to ensure correct handling.
  • Acts as a Point of Contact (POC) to funnel communication from other departments to the team.
  • Provides coaching, shadowing, and side-by-side sessions for team members while keeping training materials updated.
  • Delivers sound solutions on time and considers learnings from past failures for future tasks.
  • Analyzes complex customer issues and proactively identifies root causes.
Benefits
  • Receive competitive compensation and equity ownership in Perk.
  • Rest and recharge with our generous allocation of vacation days plus public holidays.
  • Take control of your physical health with your choice of private healthcare or a gym allowance.
  • Know that your loved ones are protected financially through your Life Insurance if the worst were to happen.
  • Join our unforgettable Perk events, including our spectacular annual summer party.
  • Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones.
  • Make your money go further with our flexible compensation plan.
  • Focus on your family with 17 weeks’ paid parental leave during your child’s first year.
  • Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes.
  • Broaden your horizons with up to 20 "Work from Anywhere" days per year.
  • Nurture your language skills with in real-life English, Spanish and Catalan lessons.
  • Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
  • Let us help you move to one of our hubs with relocation support.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementdata analysisreport creationroot cause analysistechnical executionSOP development
Soft Skills
coachingcommunicationproblem-solvingtactical executionteam collaboration