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Job Description
Job Title: Junior Operations Support Coordinator
Reports To: Director of Operations Support
Hours: Daily, Monday through Friday, or as lab requires. Core Lab Operating Hours are 8:30am to 5:30pm. Overtime may be required.
Description: Ensure excellent support of teams, systems, programs and hardware to better assist Field Teams in their day-to-day operation. This role is an essential part of our effort to build a rapid growing support team that is recognized as the best in this emerging industry. Passion, effort, problems solving skills and effectively communicate within various levels of our fast-growing dynamic organization are just a few of the trades you should possess.
4 Key Responsibilities:
- 1. Providing excellent support for teams throughout Serendipity Labs locations via phone, IM/chat and Video Chats etc.
- Utilize 3rd party programs such as Freshdesk and vendors to track, respond, report and resolve tickets in compliance with SLA's
- Install and configure workstation, telephony, video, and mobile hardware/software as required in conjunction with System Admin resources (remote and on-site)
- Quickly learn new technologies, systems, solutions, and procedures. Further identify opportunities in improving the support process.
Financial Performance
- System initiatives concerning Freshdesk, it's membership changes and expenses are to be approved by Director of Operations Support prior to roll out.
- Vendor Dispatchment, license changes and any other cost creating initiatives are to be approved by Director of Operations Support
Support Desk
- Resolve escalated teams and member issues quickly, efficiently and within policy guidelines by utilizing the Feshdesk platform.
- Oversee and ensure that all operational systems are in working order and escalate outages/problems to the appropriate vendor/contact and/or vendor and are resolved in a fair and reasonable timeframe.
- Carry out lab level audits, brand standards and other aspects of lab operations that were trained.
- Any identified patterns and feedback on systems are to be presented to Director of Operations Support
- Create a positive overall team experience at each lab opening. Drive a positive experience that supports the teams efforts to raise NPS scores at each lab and handling customer request.
- Provide a point of escalation for any training delivery and lab openings issues
Team
- Actively participate at team meetings
- Create a transparent team environment that flourishes on support, care and feedback
- Flexibility in the event of staff related coverage shortages
Essential Knowledge, Skills & Abilities:
- Minimum 3 years experience in a customer centric environment, IT related functions and or work experience desired
- Bachelors Degree level or higher preferred
- High standard of customer service and strong written and oral skills
- Excellent organizational skills
- Ability to work under pressure and demonstrate flexibility
Desirable Skills:
- - Experience in working in the Hospitality/Services business
- - Knowledge of business software and other business equipment
- - Support/Ticket system experience preferred
- - Setup up/trouble shooting, and problem solving talents required
Mental Requirements: Reasoning, remembering, mathematics, appropriate language ability
Physical Requirements:
- Ability to handle interruptions to work flow
- Ability to receive written or oral instructions
- Ability to work with a variety of iniduals
- Ability to listen and respond clearly
- Hearing – Ability to receive detailed information through oral and telephone communication
- Talking – Clearly expresses ideas by means of spoken word
- Repetitive Motions – Substantial movements of wrists, hands and fingers.
- Vision – Ability to see and read
- Crouching, kneeling, standing, sitting, climbing, stooping, walking, pushing, pulling and lifting
- Ability to handle small tools such as a drill, hammer, screwdriver, etc.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
All requirements are subject to possible modification to reasonably accommodate iniduals with disabilities.
This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to follow any other job-related instructions and to perform any other job-related duties requested by their team leader.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.
This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
