13 feb
Hopper
Nuevo Casas Grandes
.The IT Operations Specialist is vital in ensuring that Hopper's customer service tools are optimized from a process, maintenance, and operational perspective.
Guaranteeing that the needs of Hopper's service delivery teams and our fast-paced business needs are met.
We're looking for a technically-savvy and detail-oriented individual to join our CS Systems Operations team.
Their mission will be to own and manage all aspects associated with the maintenance and continuous improvement of the customer service technology stack comprising over 50 different platforms and partner portals.In this role, our specialist will help to build strong partnerships with different teams across the organization in order to contextualize the product,
technical, and service delivery groups in their mission to provide excellent service to Hopper users across all verticals.
This individual will be responsible for providing the visibility and support required to better inform business decisions - a set of responsibilities which includes but is not limited to agent onboarding/offboarding processes, general systems troubleshooting, as well as defining and maintaining the parameters for Systems OSPs that aim to ensure business continuity for the contact center as a vital function of the business.
**Minimum Qualifications**:- Manage Level 2 support which involves third-party coordination and communication- Manage trivial cases or out-of-playbook situations- Manage and consistently update Systems Team playbook/standard SOP documentation- Own device and password management across the CS technology stack- Manage installations, upgrades, and configurations of CS platforms both by troubleshooting and by assisting in the development of departmental policies and best practices- Monitor, review,
and consistently optimize processes and platform settings, which includes both CRM integrations and in-house automation- Assist in the maintenance of documentation related to tool settings, troubleshooting steps, and escalation points for all platforms in order to institutionalize operational knowledge- Consistently meet pre-established servicing metrics such as SLA, FTR, and AHT for requests submitted to the CS Ops Service Desk, by proactively and timely responding to submitted tickets- Act as a point of contact for bugs and escalation across the CS technology stack
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.