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 Relations

• Participate in all customer calls to gain comprehensive understanding of client needs and business operations
• Take 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 issues
• Maintain project documentation and ensure seamless communication between customers and internal teams

Customer Support & Issue Resolution:

• Serve as the primary point of contact for all incoming customer support requests
• Assess, troubleshoot, and resolve customer issues or escalate appropriately to technical teams
• Maintain detailed records of support interactions and resolution outcomes
• Proactively identify patterns in support requests to recommend process improvements

Hardware Operations Management:

• Manage all hardware requirements and logistics for existing customers
• Coordinate hardware procurement, deployment, maintenance, and replacement activities
• Track hardware inventory, warranties, and lifecycle management
• Liaison with vendors and coordinate on-site hardware installations or repairs when necessary

Release Management & Communication:

• Develop and publish comprehensive release notes for all software deployments
• Coordinate with development teams to understand feature updates and technical changes
• Communicate software updates and changes to customers in clear, accessible language
• Maintain release documentation and version history

Qualifications:

• 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.