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# Data/Business Analytics & AI-Enabled Support Operations Specialist

- **Company:** UST Inc
- **Location:** Bentonville, AR, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $96,000 - $117,000
- **Contract:** Temporary contract
- **Skills:** Microsoft Excel, Artificial Intelligence, Data Analysis, Customer Data Management, Relational Databases, Knowledge Management, Lookup Table, Routing, Pivot Tables, OpenAI, Salesforce.Com, Management of Software Versions, Workflow Management Systems, Macros, Prompt Engineering, Powerquery, Google Gemini, Zendesk, GPT, Airtable
- **Published:** October 22, 2026
- **Apply:** https://jobs.localjobnetwork.com/apply/add/88700714/1

## About the Role

UST 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., * 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., Reporting and Analytics, Google Gemini, Microsoft Excel, OpenAI, Prompt Engineering, Production Support, Issue Analysis

## Description

* 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.