About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Technical Research Analyst plays a key role in ensuring high-quality service delivery with every interaction. This position requires the analyst to quickly learn and maintain comprehensive knowledge of our partners' brands, philosophies, products, promotions, and processes. This role will also foster professional and personal development through ongoing performance evaluations, training, and structured career pathing plans.
As a Technical Research Analyst, You Will…
- Identify product issues and improvement opportunities.
- Analyze data to understand emerging trends to either suggest improvements or escalate this to the product team.
- Coordinate end-to-end incidents by identifying and reporting to the appropriate teams to reduce the impact on business and operations.
- Serve as a point of contact for Partner Escalations.
- Conduct an incident review and follow up on action items.
- Identify and triage via issue discovery and prioritization for large-scale issues.
- Use critical thinking to develop solutions to improve business performance and partner success.
- Identify product and tool issues, bugs, and other improvement opportunities.
- Reproduce Issues and capture logs as needed.
- Help Tier 1 & Tier 2 with any tool issues and help address escalations.
- Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings.
- Provide information and place appropriate notes in the system indicating what action was taken, or needs to be taken, for issues and incidents reported.
- Ensure policies and procedures are followed on all tickets.
- Handle VPN/Proxy Issues, Geo Filtering, and speed bump issues.
- Serve as the main touch point for app launch and streaming escalations on all device platforms.
- Assess the scope and impact of product-level outages by assigning severity to our product outages and involving other PODs/teams as needed.
- Maintain thorough knowledge of systems so that the information can be researched and proper information is given.
- Learn and retain a thorough working knowledge of all existing and new processes and procedures.
- Attend team meetings/additional training sessions as scheduled.
- Demonstrate a positive work ethic and commitment to achieve the best possible outcomes.
As a Technical Research Analyst, You Need…
- Some post-secondary education or completion of a post-secondary degree with a major in Business (a combination of education and work experience will also be considered).
- 2-3 years of experience in the Technical Support Service industry.
- Experience working with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products.
- Strong technical support experience and background with the ability to understand and diagnose issues with exceptional troubleshooting skills and strong communication skills. Data analysis experience preferred.
- Have a strong familiarity with data analysis/visualizations, trend analysis, troubleshooting, and critical thinking.
- Experienced in reporting & dashboard creation.
- Experience with Streaming, Gaming, Tooling, Membership & Billing, and any Cloud/SAAS Platforms.
- Knowledge and fair understanding of Open Connect/platforms.
- High proficiency in escalation trend analysis and can identify incidents proactively.
- Excellent communication skills, both verbal and written.
- Ability to speak accurately, using proper grammar, good enunciation, and to communicate and engage in discourse fluently.
- Ability to create and write knowledge base articles as needed.
- Experience dealing with escalated issues in a contact center capacity.
- Experience in cross-functional stakeholder management and ability to take ownership and coordinate with multiple teams, creating strong working relationships.
- The ability to type 30 WPM with accuracy.
- The ability to use spreadsheet applications to maintain and develop operational reporting.
- Exceptional time management, organizational, and prioritization skills to complete work on time.
- Identify opportunities for process improvement and efficiency gains within the issue triage workflow.
- The ability to work a variety of shifts, including days, evenings, and holidays.
Skills Required
- Some post-secondary education or a post-secondary degree, preferably with a major in Business; equivalent education and work experience may be considered.
- 2-3 years of experience in the technical support services industry.
- Experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products.
- Strong technical support experience with troubleshooting, issue diagnosis, and communication skills.
- Familiarity with data analysis, data visualization, trend analysis, troubleshooting, and critical thinking.
- Experience creating reports and dashboards.
- Experience with streaming, gaming, tooling, membership and billing, and cloud or SaaS platforms.
- Knowledge and understanding of Open Connect platforms.
- Experience conducting escalation trend analysis and proactively identifying incidents.
- Excellent verbal and written communication skills, including accurate grammar and clear enunciation.
- Ability to create and write knowledge-base articles.
- Experience handling escalated issues in a contact center environment.
- Cross-functional stakeholder management experience and ability to coordinate across multiple teams.
- Typing speed of 30 WPM with accuracy.
- Ability to use spreadsheet applications for operational reporting.
- Strong time management, organizational, and prioritization skills.
- Ability to identify process improvement and workflow efficiency opportunities.
- Ability to work varied shifts, including days, evenings, and holidays.
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
