Operations Specialist

As an Operations Specialist at Southridge Technology, you will provide administrative, organizational, and technical support to ensure the smooth and efficient daily operations of our office. As a Southridge administrator you must be unflappable, patient, empathetic, and highly communicative. You should respond calmly and efficiently, ensure excellent service standards, and maintain high customer and staff satisfaction. 

Operations Specialist

Job summary: Operations Specialist is responsible for managing all aspects of service ticket billing, invoicing, statement generation, accounts receivable and customer support for the company.

Responsibilities:

Billing:

·         Respond in a timely manner to client questions related to monthly statements and weekly invoices.

·         Address client billing inquiries and resolve any billing issues in a prompt and professional manner.

·         Pend tickets and send invoices

Customer Service

·         Answer phones no later than the 3rd ring.

·         Triage issue reported by the caller and either resolve, escalate, or dispatch accordingly.

·         In partnership with the rest of the Support team, manage the dispatch consistently to ensure tasks are completed on time. Provide on-            going follow-up throughout the day.

·         Be aware of multiple calls related to one client/issue. Engage TAM, Sales, or Management immediately.

Support and Serve Technicians

·         Review past due tasks and move tickets through ConnectWise.

·         Collaborate with the rest of the Support team to track technicians’ progress throughout the day, ensuring they remain on-time for                      appointments.

·         Collaborate with the rest of the Support team to assist technicians as needed to dispatch, reschedule, and engage with clients.

·         Collaborate with the rest of the Support team to recognize tech downtime, and swiftly provide work from a standing list of tasks that

          you develop and maintain.  

·         When opening service orders be sure there is not a ticket already opened for the issue.

·         Be mindful that we are providing the engineers with enough information for them to assist the client.

·         Upon opening service tickets ensure the correct contract, team, and date are applied.

·         Collaborate with the rest of the Support team to recognize tech downtime, and swiftly provide work from a standing list of tasks that                you develop and maintain.  

Establish and Maintain HQ Climate and Company Values 

a.      Model and foster company values and culture 

b.      Create a peaceful, even-tempered work environment in the office 

c.      Demonstrate compassion, calm, and professionalism. 

d.      Encourage and provide only highly positive, constructive commentary