Support Operations Specialist
GDH
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Job Details
Skills
Summary
Role Summary
A Support Operations Associate is responsible for delivering exceptional customer service and managing non-technical support cases within a dynamic support team. This role involves direct communication with customers and partners, ensuring timely resolution and satisfaction. The position requires a proactive problem solver with a focus on process improvement and knowledge sharing to support the company’s customer success initiatives.
Responsibilities
- Communicate effectively with third parties, including partners and customers, regarding non-technical inquiries and support issues through oral and written channels.
- Educate and guide customers and partners on licensing, RMA submissions, orders, policies, and administrative tasks.
- Manage each customer case from initial report to resolution, ensuring a seamless support experience.
- Collaborate with technical support teams to escalate and resolve cases beyond your scope of expertise.
- Work with leadership to identify and implement process improvements in support workflows.
- Engage with Support, Product, Sales, and Operations teams to handle customer escalations and ensure customer satisfaction.
- Contribute to the development and editing of Knowledge Base articles based on accumulated knowledge and support insights.
- Maintain detailed records of support interactions and case progress.
- Prioritize tasks effectively to meet customer needs and support team objectives.
- Participate in team meetings and training to stay current on support policies and product updates.
Qualifications
- Minimum of 3 years of experience in customer support or operations within a technical or SaaS environment.
- Outstanding written and verbal communication skills in English, with the ability to clearly articulate complex matters.
- Demonstrated attention to detail and organizational skills.
- Proven ability to manage multiple cases simultaneously and prioritize effectively.
- Experience using CRM tools such as Salesforce (SFDC) or equivalent platforms.
- Strong problem-solving skills and a customer-focused mindset.
- Ability to work independently and as part of a collaborative team.
- Proactive attitude towards process improvement and knowledge sharing.
- Availability to work in a remote environment with reliable internet connectivity.
- Demonstrated pride in delivering high-quality work and continuous learning.
Publishing Pay Range: $19.00 - $21.00 Hourly
This is a fully remote role and can be performed from an approved location.
- Dice Id: 10112156
- Position Id: 112551
- Posted 1 day ago
Company Info
GDH is a technology workforce solutions provider committed to always giving and delivering more. Better talent. More client and consultant support. Greater service. World-class outcomes. Providing technology staffing, project solutions, and recruitment process outsourcing (RPO), we will be able to deepen our understanding of your business challenges, stay up to date with industry trends, and enhance our ability to create custom solutions to help achieve your business outcomes. We have established ourselves as a trusted partner to countless businesses operating in the communications sector. Our primary goal is to source and recruit the most talented professionals, assemble teams of skilled specialists, create innovative recruitment and professional services strategies that drive growth and foster innovation.
GDH Benefits
GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH’s website under the tab for candidates.
GDH provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.
Please visit GDH's website for notice of collection for California applicants.
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