Operations Support Specialist
8 hours ago
The role of an Operations Support Specialist involves providing vital assistance to multiple clients through various communication channels, ensuring exceptional customer service and efficient resolution of technical and operational inquiries.
Key Responsibilities- Manage and prioritize tasks across multiple client accounts, adapting to varying client needs and requirements.
- Maintain accurate and up-to-date records of client interactions and service requests.
- Provide top-notch customer service through diverse channels, including email, chat, and phone support.
- Address customer inquiries and resolve issues promptly and professionally.
- Perform administrative duties, such as data entry, report generation, and process documentation.
- Offer basic technical support and troubleshooting to non-technical users.
- Clearly explain technical steps and terminology in a user-friendly manner.
- Escalate complex technical issues to relevant teams as needed.
- Meet and exceed defined SLAs and performance metrics for each assigned client account.
- Adhere to established processes and procedures, ensuring compliance with client and company standards.
- Monitor and report on performance metrics.
- Demonstrate flexibility in scheduling to accommodate varying client needs and time zones.
- Quickly adapt to new processes, tools, and client requirements.
- Participate in training and development to enhance skills and knowledge.
- Collaborate effectively with team members to ensure seamless service delivery.
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