
Operations Coordinator
2 days ago
Job Overview
We are seeking a skilled Operations Coordinator to oversee our Support team in assessing and assigning cases, routing escalations, and resolving low-level single-touch cases.
This role requires a leadership background combined with customer service and minor technical expertise. The ideal candidate will have a problem-solving attitude and the ability to motivate a team to achieve specific measurable goals and learning objectives.
Key Responsibilities:
- Oversee case assessment and assignment for the Support team.
- Routinely escalate complex cases to higher-level support specialists.
- Maintain open communication channels with team members and stakeholders.
- Implement process improvements to enhance team productivity and efficiency.
Required Skills and Qualifications:
- Bachelor's Degree in Information Technology or a related field.
- 1-3 years of managerial experience, preferably in a call center or managed services environment.
- Technical subject matter expert on MSP products as they relate to our service catalog.
- ITIL certification and practice is a plus.
- Strong written and verbal communication skills.
- Proven experience managing remote resources.
What We Offer:
- A dynamic and collaborative work environment.
- Opportunities for professional growth and development.
- Competitive compensation and benefits package.
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