Technical Operations Analyst

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

📋 Description

• Deliver internal technical support to the Customer Service team through Jira, phone, email, and chat.

• Manage account access and licensing for internal associates and Service Partners.

• Provide operational assistance for core omnichannel and voice solutions in the contact center.

• Serve as the operational contact point during technical incidents.

• Facilitate real-time communication and coordinate resolution efforts across various teams.

• Execute real-time schedule modifications and operational support tasks as instructed by Workforce Management.

• Support essential third-party applications and collaborate with vendor support teams on complex issues.

• Identify and implement process enhancements to improve system reliability and agent performance.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Over 1 year of professional experience in a customer-facing or technical support role.

• Comprehensive knowledge of desktop application troubleshooting and operating system fundamentals.

• Proficient in Microsoft Office 365 and Google Workspace (G Suite).

• Dependable, reliable, and flexible with scheduling to accommodate 24/7 operational requirements.

• Ability to maintain efficiency, composure, and focus under pressure during critical situations.

• Excellent verbal and written communication skills, providing clear and empathetic technical explanations.

• Strong organizational and multitasking abilities.

• Availability for night shifts and flexible scheduling on occasion.

• Experience with virtual desktop environments, such as Island or Azure Virtual Desktop, is preferred.

• Technical background or degree in Computer Science, Information Technology, or equivalent practical experience is preferred.

• Familiarity with Jira Ticket Management is preferred.

• Experience in a BPO or large-scale contact center environment is preferred.

• Comfort in a remote working setting is preferred.

🏝️ Benefits

• Comprehensive benefits package for all eligible full-time employees, including medical, vision, and dental coverage.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) retirement plan.

• Basic life insurance.

• Supplemental life insurance.

• Disability insurance.

• Additional voluntary benefits, including critical illness, hospital, and accident insurance.

• Employee discounts.

• Opportunities for career advancement.

• Chance to work in a dynamic, fast-paced environment at a company undergoing growth and transformation.