Job
Description
The Support Operations Specialist plays a crucial role in ensuring the smooth and efficient functioning of our Support department. This person will be responsible for a wide range of administrative, logistical, and technical tasks that directly contribute to the productivity and effectiveness of our support team and the overall positive experience of our customers. This role requires a proactive individual with excellent problem-solving skills, a strong understanding of support workflows, and the ability to manage multiple priorities in a fast-paced environment. As a Support Operations Specialist, you will engage with multiple teams via communication platforms such as CRM, email, and internet-based tools. Your responsibilities include administering and maintaining support-related tools and managing user access, permissions, and configurations within support systems. This position also involves documenting solutions and contributing to the organizations procedure set to support continuous learning and team growth. You will work closely with senior team members, leveraging their expertise to improve your skills while ensuring timely and high-quality support delivery. Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate during core business hours in EMEA with some overlap with A/P and AMER. Occasionally, you will be asked to adjust hours given our 24/7 nature of the business. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role. In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of expanding knowledge of various tools. This is necessary to stay prepared for any new challenges that might arise. As a Support Operations Specialist, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization. 1. System Administration and Maintenance: Administer and maintain support-related tools (e.g., CRM, knowledge base, call center software, survey tools). Manage user access, permissions, and configurations within support systems. Troubleshoot basic technical issues related to support tools and escalate as needed. Assist with the implementation and integration of new support technologies. Maintain data integrity and accuracy across all support systems. 2. Workflow Optimization, Documentation and Knowledge Sharing: Assist in the implementation of process improvements. Document support workflows and procedures. Maintain detailed and accurate process documentation and best practices for tools and processes. Contribute to the organization s knowledge by documenting verified solutions and reusable resources. Develop simple guides or FAQs to empower customers and internal teams with quick access to relevant information. 3. Customer Engagement and Communication: Communicate regularly with internal customers to provide updates on issue resolution progress and next steps. Foster trust and transparency with internal customers by demonstrating a proactive approach to addressing their concerns. 4. Collaboration and Teamwork: Work closely with peers, team leads, and cross-functional teams, such as IT and Customer Success, to serve as a point of contact for internal support-related inquiries Participate in team discussions to share knowledge, discuss challenges, and contribute to process improvements as well as resolve issues and improve customer experience. Leverage expertise from senior team members and collaborate to ensure effective resolution of complex cases. Communicate effectively with the support team regarding system updates, process changes, and important information. 5. Administrative Support: Manage routing scheduling, on call schedules, and other administrative tasks for the support team. Assist with employee skills management and reporting 6. Training and Onboarding Support: Assist with the onboarding process for new support team members, including system access and initial training on tools and processes. Maintain training materials and documentation. 7. Any Other Duties as Assigned: Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support Education: An Associates Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered. Experience: 3-5 years o
