Description:
US Citizen or Perm Resident Only
Shift: Day Shift, 9:00 AM to 6:00 PM (Flexible)
Timekeeping: eCharge
Work Arrangement: Hybrid (3 days onsite, 2 days remote)
About the Role
The client is seeking a highly organized and detail-oriented Technical Support Operations Specialist to support our Technical Support team. This role focuses on operational support activities, including ticket management, reporting, data analysis, and ensuring timely customer responses. The successful candidate will help streamline team operations and provide critical support to technical staff by managing large datasets and tracking support metrics.
Key Responsibilities
- Track and manage support ticket progress to ensure timely customer responses and issue resolution.
- Monitor ticket queues and assist with meeting service-level expectations.
- Run and maintain reports using SQL Studio Manager and other reporting tools.
- Analyze and organize large datasets to support operational decision-making.
- Partner with team leads and technical support personnel to improve workflow efficiency.
- Ensure customer inquiries and support requests are addressed and closed promptly.
- Maintain strict confidentiality when handling proprietary company and customer information.
- Support daily operational activities for the Technical Support organization.
Required Qualifications
- Bachelor's Degree.
- Strong organizational and time-management skills.
- Excellent attention to detail and analytical abilities.
- Effective written and verbal communication skills.
- Ability to multitask and prioritize work in a fast-paced environment.
- Experience working with large amounts of data.
Preferred Qualifications
- Experience with SQL Studio Manager or similar SQL reporting tools.
- Familiarity with technical support operations, ticketing systems, or customer service environments.
- Knowledge of alarm monitoring software or related technologies is a plus.
Prescreen Questions:
- Ticket Management & Prioritization
"Tell me about a time when you had to manage multiple high-priority requests or support tickets simultaneously. How did you prioritize your workload, and what was the outcome?"
What to listen for:
- Ability to manage competing priorities
- Understanding of service levels (SLAs)
- Organizational and time-management skills
- Customer-focused decision making
- Data Analysis & Reporting
"Describe a situation where you worked with a large dataset to identify a trend, solve a problem, or support a business decision. What tools did you use, and what was the result?"
What to listen for:
- Analytical thinking
- Experience with Excel, SQL, reporting tools, or dashboards
- Attention to detail
- Ability to translate data into actionable insights
- Process Improvement & Team Support
"Give me an example of a process inefficiency you identified within a team or operation. What steps did you take to improve it, and what impact did your solution have?"
What to listen for:
- Initiative and problem-solving
- Collaboration with stakeholders
- Process improvement mindset
- Ability to support operational excellence
Bonus Technical Question (if SQL experience is important)
"What experience do you have with SQL or reporting tools? Can you describe a report you created or maintained and how it was used by the business?"
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