Customer Support Operations Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage and prioritize customer support tickets using Jira or other internal systems.

• Implement assigned support workflows in accordance with Simbe's Standard Operating Procedures (SOPs) and internal protocols.

• Analyze ticket context, customer inquiries, internal notes, and pertinent system information to decide on subsequent actions.

• Assist in resolving frequent support requests such as:

• - changes to traversal schedules,

• - updates requested by customers,

• - requests related to mapping or remapping,

• - follow-ups on missed or compromised traversals,

• - support cases necessitating collaboration across internal teams.

• Clearly document actions taken to ensure each ticket contains precise and valuable context.

• Maintain an organized, up-to-date ticketing system, driving tickets towards resolution.

• Escalate issues to the appropriate internal team when they cannot be resolved through the established support workflow.

• Recognize recurring themes, ambiguous SOPs, or areas for enhancement in internal support processes.

• Collaborate with the Customer Support lead to ensure a responsive and dependable customer support operation.

• Communicate obstacles clearly and proactively.

⛳️ Requirements

• A minimum of 2 years' experience in customer support operations, technical support, support coordination, operations, or a similar ticket-based role.

• Substantial experience utilizing Jira, Zendesk, Salesforce Service Cloud, Freshdesk, Linear, or another ticketing/workflow system.

• Exceptional written communication and documentation abilities.

• Strong attention to detail and capability to keep various small operational tasks organized.

• Proficient in adhering to SOPs and navigating checklists.

• Capable of distinguishing between routine issues and those requiring escalation.

• Comfortable working with technical or semi-technical products, even without deep technical knowledge.

• Able to adapt quickly in a fast-paced environment.

• Demonstrates a strong ownership mentality: keeps tickets progressing, follows up, and ensures issues do not remain unresolved without a clear next step.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work hours and a supportive team environment.