Support Operations Administrator

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

📋 Description

• Take ownership of and manage the complete library of communication templates.

• Produce all self-help training videos integrated within the helpdesk.

• Maintain and document the Standard Operating Procedure library.

• Configure workflows for support tools.

• Collaborate with Technology to disseminate all internal outage alerts, updates, and resolutions.

• Oversee the approval process for external messaging in conjunction with the Senior Manager.

• Execute the communications across available systems.

• Work alongside Technology to manage the Teams alert channel and distribution lists.

• Assist Technology in maintaining and updating the status page.

• Perform additional duties as assigned.

⛳️ Requirements

• Minimum of 3 years of relevant experience in customer support, support operations, or a related field.

• Proven history of managing outage or incident communications in a customer-facing environment.

• Familiarity with learning tools such as Scribe is a plus.

• Experience with support platforms such as Zendesk, Freshdesk, or similar.

• Strong sense of accountability — takes ownership of outcomes independently and reliably follows through on commitments.

• Shows a strong sense of urgency when addressing incidents and outages.

• Exceptional written communication skills for producing clear and timely alerts.

• Highly organized, with meticulous attention to detail across templates and tools.

• Comfortable coordinating with leadership (Senior Manager) for messaging approvals.

• Knowledge of support/ticketing tools and Microsoft Teams administration.

🏝️ Benefits

• Comprehensive benefits package, including Paid Time Off (PTO).

• Medical, dental, and vision coverage.

• 401(k) plan with matching contributions.

• Robust Employee Assistance Program (EAP).

• Wellness program.

• And much more.