Customer Service Operations Specialist

Description:

This role focuses on operational stabilization, backlog management, and administrative workflow completion to ensure service continuity and prevent disruption during system integration and hypercare. The ideal candidates are detail-oriented, process-driven, and comfortable working across multiple systems in a fast-paced support environment.

Key Responsibilities

In this role, you will support day-to-day service operations by managing and resolving service notifications and work items that require manual intervention, ensuring processes are completed accurately and efficiently.

You will monitor and clear system backlogs, address items that are stalled or incomplete, and help maintain data accuracy across multiple service management platforms.

The role includes supporting data validation and reconciliation activities during system transitions, re-entering or correcting information as needed, and ensuring all required fields and documentation are completed to standard.

You will also help manage workload queues by prioritizing aging or unassigned items, perform administrative cleanup tasks, and ensure work is routed correctly to the appropriate teams.

During transition and stabilization periods, you will provide non-technical support to ensure consistency in documentation, proper case closure, and smooth operational flow across the organization.

Required Skills

Experience working in service operations, call management, or ticketing environments

Strong attention to detail and ability to handle high-volume administrative tasks

Ability to identify and resolve workflow inconsistencies or system gaps

Comfortable working across multiple systems and following defined process

Overview

This role will support a team of highly skilled technical experts who provide remote support for hospital and field-based equipment customers. The position is being added to support a major IT documentation system transformation occurring over the next 6-9 months.

The primary purpose of the role is to handle administrative and data-related tasks during the system migration so technical engineers can remain focused on resolving customer issues.

Key Responsibilities

Support an enterprise-wide IT documentation and workflow transformation project.

Validate and reconcile data between multiple systems.

Review customer calls, tickets, and documentation records for accuracy.

Ensure information transfers correctly between systems during migration.

Perform ticket administration and process-related support activities.

Monitor and verify updates coming from dispatch and field teams.

Assist with issue escalation tracking and documentation.

Handle manual administrative work required while new system integrations are being established.

Ideal Candidate Profile

Seeking someone who is:

Highly detail-oriented.

Comfortable working with large data sets.

Experienced using multiple computer systems and software applications.

Process-driven and organized.

Able to work in a fast-paced, changing environment.

Comfortable managing high volumes of tickets/documentation.

Familiar with IT support environments, ticketing systems, and administrative operations.

Important: This is not a customer-facing customer service role. While the data relates to customer service operations, the work is primarily IT support, data validation, and administrative support.

Preferred Experience

IT support or technical administrative experience.

Ticketing system experience.

Data validation and quality review.

Documentation management.

Strong computer proficiency.

Experience working through process changes or system implementations.

Notes:

0800AM - 1700

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status