Operations Assistant Job at Retail Control Systems, Lebanon, NH

dDI3Q3NqeU04Q0xQeWs2ZGl0ZXRHQ3dFdUE9PQ==
  • Retail Control Systems
  • Lebanon, NH

Job Description

Job Summary: The Intern role will work in line with the Technical Support Team and serve as the first point of contact for all customer support needs, managing intake, triage, and resolution of customer and infrastructure tickets. This position is responsible for troubleshooting, escalating, or resolving technical issues while maintaining accurate documentation. The role involves tracking KPIs, maintaining knowledge base articles, providing on-call technical support, and ensuring effective incident response communication. Additionally, this role will be responsible for order fulfillment, physical count, and shipping & receiving.

Supervisory Responsibilities:

  • None.

Key Duties and Responsibilities:

  • Create, Triage, and Update Customer and Infrastructure Tickets
  • Serve as the first point of contact for customer inquiries, technical issues, and infrastructure support requests.
  • Accurately create, categorize, and prioritize tickets based on customer needs and Service Level Agreements (SLAs).
  • Gather necessary information to assess, resolve, or escalate customer issues.
  • Ensure all customer interactions are properly logged and documented.
  • Document, Troubleshoot, Escalate, or Resolve Tickets
  • Provide on-demand troubleshooting support via phone, email, and remote assistance.
  • Utilize diagnostic tools and available documentation to resolve issues efficiently.
  • Escalate complex issues to higher-tier support, vendors, or developers when necessary.
  • Maintain detailed records of resolutions and escalate recurring issues for long-term fixes.
  • Phone and Ticket KPIs
  • Meet or exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.
  • Track and report on ticket handling metrics, ensuring adherence to SLAs.
  • Optimize workflows to improve efficiency in resolving customer issues.
  • Maintain Knowledge Base Articles and Internal SOPs
  • Develop, update, and maintain knowledge base articles to improve customer self-service options.

Job Tags

Internship,

Similar Jobs

Johns Hopkins Medicine

RN - Registered Nurse 2 - Ambulatory Oncology Infusion Clinics Job at Johns Hopkins Medicine

 ...designated facility. Registered Nurses (RNs) in our Ambulatory Oncology Infusion Clinics provide both standard of care and research chemotherapy...  ...! Whether your interests are becoming a charge nurse, an ICU RN, getting involved in quality improvement projects, supporting... 

Cookie Cutters Haircuts for Kids

Hair Stylist/ Salon Manager Job at Cookie Cutters Haircuts for Kids

 ...Overview: Cookie Cutters Haircuts for Kids is hiring Hair Stylists and Cosmetologists! We invite you to apply by submitting your...  ...and closed Sundays Why Work for Us?~ As a high-paced kid's salon, Cookie Cutters is the perfect place to hone your skills at giving... 

American Red Cross

Regional Philanthropy Officer Individual Giving Job at American Red Cross

 ...Please use Google Chrome or Mozilla Firefox when accessing Candidate Home. By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the worlds largest humanitarian... 

Ochsner Health

Personal Trainer- Ochsner Fitness Center- Heritage- PRN Job at Ochsner Health

 ...and Conditioning Association (NSCA), ACSM, National Academy of Sports Medicine (NASM), American Council on Exercise (ACE), or Cooper Institute...  ..., state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility... 

The Boeing Company

Aircraft Assembly Structures Mechanics Job at The Boeing Company

 ...ensure defect-free work. This position is not just a job; it's an opportunity to build a career while contributing to the future of aviation as a part of an innovative team!**Primary Responsibilities:**+ **Must have the ability to complete the New Hire Training Cycle...