Customer Operations & Tech Support

Job Description

Job Description

Position Overview:We are seeking a versatile Operations Specialist to serve as a crucial bridge between our customers, projects, and internal operations. This hybrid role combines project management, customer support, and operational coordination, offering the successful candidate extensive exposure to all aspects of our business while directly contributing to customer satisfaction and project success.Key Responsibilities:Project Management & Customer RelationsParticipate in all customer calls to gain comprehensive understanding of client needs and business operationsTake ownership of day-to-day management for projects in "maintenance mode" (post-implementation phase where solutions are deployed and in continuous use)Conduct weekly check-in calls with assigned customers/projects to ensure smooth operations and identify potential issuesMaintain project documentation and ensure seamless communication between customers and internal teamsCustomer Support & Issue Resolution:Serve as the primary point of contact for all incoming customer support requestsAssess, troubleshoot, and resolve customer issues or escalate appropriately to technical teamsMaintain detailed records of support interactions and resolution outcomesProactively identify patterns in support requests to recommend process improvementsHardware Operations Management:Manage all hardware requirements and logistics for existing customersCoordinate hardware procurement, deployment, maintenance, and replacement activitiesTrack hardware inventory, warranties, and lifecycle managementLiaison with vendors and coordinate on-site hardware installations or repairs when necessaryRelease Management & Communication:Develop and publish comprehensive release notes for all software deploymentsCoordinate with development teams to understand feature updates and technical changesCommunicate software updates and changes to customers in clear, accessible languageMaintain release documentation and version historyQualifications:1–3 years of experience in technical support, IT, or a related role (or relevant internship experience).Strong problem-solving skills and attention to detail.Excellent written and verbal communication skills.Ability to work with both technical teams and customers in a professional, approachable manner.Familiarity with project coordination or willingness to learn project management methodologies (Agile, Scrum, or similar).Bonus: experience with hardware management, logistics, or SaaS applications.