Technical Operations Specialist

Technical Operations Specialist

Minimum Years of Experience

4 years or proven advanced skill in SQL

Minimum Level of Education

Bachelors degree that is data or software engineering related and/or equivalent experience with SQL and other database related platforms.

C1 or C2 level English preferred

The Role

Working in a fast-paced, innovative environment, the Customer Support Operations Specialist role will be the backbone of the Customer Success team, managing technical aspects of account support.

Responsibilities

• Perform account setup and configuration tasks through database updates and manual entry, ensuring accuracy and completeness
• Add and manage users, configuring appropriate access levels and job visibility permissions
• Create and maintain facility locations within the platform
• Upload and configure job descriptions, including the setup of initial job postings
• Enable and manage platform features using LaunchDarkly
• Register and configure phone numbers to support SMS and texting functionality
• Update and maintain screening questions and interview templates
• Create and manage website embed snippets that allow customers to display job postings on their websites
• Update customer company profiles, including adding and managing images and key company details
• Configure and manage select third-party integrations
• Write, update, and execute SQL scripts to perform bulk updates, including complex job description modifications
• Clean, structure, and prepare data for importing customers historical data into the platform
• Triage and resolve customer issues related to account setup, escalating to engineering or other teams when appropriate
• Export customer data upon request, following internal processes and guidelines
• Reactivate, transfer, or close customer accounts as requested
• Take ownership of assigned tasks, ensuring accurate tracking and updates within project management tools
• Collaborate cross-functionally with Customer Success, Engineering, Onboarding, Training, and Technical Services teams to deliver a cohesive customer experience
• Identify opportunities to enhance the customer support and onboarding experience, contributing to a culture of continuous improvement

Skills/Qualifications

• Excellent communication skills in English, both verbal and written
• Must have strong experience with SQL including writing unique scripts
• Prefer at least 2 years of experience in supporting a technical product, preferably for a SaaS startup
• Desire to work in a fast-paced start-up environment with exceptional time management skills
• Strong work ethic, integrity, and desire to succeed
• Adaptable to new initiatives & able to properly prioritize tasks
• 4 year college degree preferred
• Detail-oriented and extremely organized
• Strong analytical and problem-solving skills
• Self-motivated with proven ability to work collaboratively and independently within a team setting
• A genuine passion for software and technology