Online Operations – Support Specialist I

Online Operations – Support Specialist I

Request-ID: 18696-1Job Title: Online Operations РSupport Specialist IType: W2 Contract.Duration: 12 MonthsLocation: Austin TXClient: Social Media Leader*Must be authorized to work in the US*Job Description:Our Helpdesk team provides 24/7 coverage as we serve a global customer base. This role will utilize a runbook to determine where to route the work and ensure that escalations are handled within SLA or use alerting to notify the service owner.Candidates will work closely with our IT Helpdesk Team to determine priority of help desk support tickets/requests and ensure the work is triaged to the appropriate team. Additional duties include assisting the Workforce Manage Services team with creating, maintaining, updating, and analyzing global Engagement Operations schedule services. Responsibilities will be proactive and reactive in nature, which will include daily real-time analysis of technician schedule compliance, support case triaging, and support channel health.Role Responsibilities:Evaluate scope and priority of incoming work and triage to support teams.Assist with Schedule generation and auditSupport Leadership team with real time resource and traffic analysis including generating and reviewing support channel volume data reportsIdentify and communicate risk and severity of issues to service managersQualifications:Ability to communicate effectively with cross functional partners in Enterprise Engagement.Proficient with Mac or Windows OS.Excellent written and verbal communication skills.Flexible and willing to respond quickly to urgent or changing processes.Natural curiosity and proven ability to learn new skills quickly.Passion for ensuring high quality customer experience.Ability to thrive in a dynamic, growing environment with minimal direct supervision.Ability to autonomously work in a fast paced environment.Availability to work weekends and holidays.Excellent customer service skills.Preferred Qualifications:Seeking swings and graves availabilityFamiliarity with IT helpdesk issuesAny experience in workforce management, with a focus on scheduling and operationsAssociate’s Degree, STEM, or Computer Science

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