Job
Description
Role Overview: As a Support Operations Specialist at QAD, you will play a crucial role in ensuring the smooth and efficient functioning of the Support department. Your responsibilities will include a wide range of administrative, logistical, and technical tasks that directly contribute to the productivity and effectiveness of the support team. It is essential to have excellent problem-solving skills, a strong understanding of support workflows, and the ability to manage multiple priorities in a fast-paced environment. Key Responsibilities: - System Administration and Maintenance: - Administer and maintain support-related tools such as CRM, knowledge base, and call center software. - 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. - Workflow Optimization, Documentation and Knowledge Sharing: - Assist in the implementation of process improvements. - Document support workflows and procedures. - Maintain detailed process documentation and best practices for tools and processes. - Contribute to the organization's knowledge base by documenting verified solutions and reusable resources. - Develop guides or FAQs to empower customers and internal teams with quick access to relevant information. - 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 proactively addressing their concerns. - Collaboration and Teamwork: - Work closely with peers, team leads, and cross-functional teams 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. - Leverage expertise from senior team members to ensure effective resolution of complex cases. - Communicate effectively with the support team regarding system updates, process changes, and important information. - Administrative Support: - Manage routing scheduling, on-call schedules, and other administrative tasks for the support team. - Assist with employee skills management and reporting. - 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. - 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. Qualifications: - Education: An Associate's Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered. - Experience: 3-5 years of experience in a support operations, administrative, or technical support role. Strong problem-solving skills and proven ability to manage high-priority cases in a fast-paced, customer-centric environment. Exceptional organizational, time management, and prioritization skills. Attention to detail and accuracy. - Technical Skills: Strong problem-solving and analytical abilities. Excellent written and verbal communication skills. Ability to work independently and as part of a team. Proactive and resourceful approach to tasks. - Soft Skills: Strong analytical and problem-solving abilities. Exceptional communication skills with the ability to explain systems and processes. Customer-focused mindset with a commitment to delivering high-quality service. Additional Details: At QAD, your health and well-being are important. The company provides programs to help you maintain a healthy work-life balance. You will have the opportunity to join a growing business in its next phase of expansion and transformation. QAD fosters a collaborative culture where smart and hard-working individuals support each other to achieve common goals. The company values idea-sharing over levels or hierarchy, providing an atmosphere of growth and opportunity. Compensation packages are based on experience and desired skill set. (Note: The "Additional Information" section has been included in the Additional Details paragraph.),
