Operations specialist
we are seeking an operations specialist to join our team. The successful candidate will be responsible for handling specific tasks for client account teams, including root cause analysis, service level agreement monitoring, ticket lifecycle management, key performance indicator reporting, and case creation, follow-up, closure, and escalation management.
responsibilities:
* the operations specialist must quickly learn and understand account specifics such as hardware used per client, part requirements, sla analytics, and contract specifications.
* this role requires close collaboration with other internal departments when problem verifying/solving, such as logistics, level 1, service desk, and tech support.
* the operations specialist should have a basic understanding of supply chain for delivery issues and the requirements of different logistics couriers.
* a good knowledge in hardware troubleshooting documentation and multiple processes used by the field organization is required.
* excellent customer service skills are necessary to de-escalate complicated situations with clients.
* daily usage of multiple reporting platforms like microstrategy and power bi is also required.
required skills and qualifications:
* hardware: knowledge of desktop, laptops, and laser printer components, most important components, and their main function.
* advanced usage of microsoft office or office 365.
* service desk or customer service experience over the phone with us clients is mandatory [at least one year].
* mandatory knowledge and experience of compucom's main reporting systems such as clarify/clearvision, service now, power bi, and microstrategy.
* must have experience with ticket lifecycle management and sla requirements.
benefits:
* a competitive salary.
* a major medical expense plan.
others:
no company budget will be disclosed to candidates.