Operation Helpdesk Specialist
Operation Helpdesk Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
I) Process Improvement & Automation
- Identify opportunities to simplify and automate workflows across departments (Operations Sales Marketing Finance IT HR)
- Design and implement nocode automation solutions to reduce manual work
- Document process improvements and quantify hours saved through automation initiatives
- Facilitate crossdepartmental collaboration by streamlining shared workflows
- Build and maintain process maps for key operational functions
II) Helpdesk Management
- Monitor and respond to all email inquiries across all coworking locations within our 1hour SLA
- Manage the live chat function providing realtime assistance to members and prospects
- Handle inbound phone support for customer inquiries
- Serve as the primary point of contact and escalate complex issues to appropriate departments with complete context and priority assessment
- Track resolution times and ensure adherence to SLA metrics
III) IT Administration & Documentation
- Manage IT documentation including equipment inventory warranties and vendor contracts
- Coordinate with vendors for IT purchases and service renewals
- Maintain organized records of all IT assets and licenses
- Support the Head of IT with administrative tasks related to technology operations
- Create and update IT policies and procedures documentation
IV) Knowledge Management
- Develop and maintain comprehensive training materials using Tango and other documentation tools
- Create and update the company knowledge base with FAQs troubleshooting guides and best practices
- Produce stepbystep manuals for common processes and technologies
- Ensure all documentation remains current as systems and processes evolve
V) Performance Monitoring & Reporting
- Track key performance indicators including response times resolution rates and customer satisfaction scores
- Prepare visual data presentations and reports for management review
- Identify trends and areas for improvement in service delivery
- Recommend datadriven solutions to enhance customer experience
- Develop and maintain dashboards to visualize helpdesk performance
VI) Additional ad hoc tasks as assigned by superior and management.
Qualifications :
I) Education & Experience
- Bachelors degree in Customer Service IT Business Administration or related field
- 35 years experience in a customer service role with significant IT components
- Demonstrated experience with helpdesk or service delivery functions
- Experience in multilocation business environments preferred
II) Technical Skills
- Proficient with Hubspot CRM/Service Hub
- Expert in Microsoft Office/Google Workspace productivity suites
- Experience with Tango or similar documentation creation tools
- Familiarity with AI tools for customer service and workflow automation
- Basic understanding of nocode automation platforms
- Comfort with analyzing data and creating visual reports
III) Soft Skills
- Exceptional written and verbal communication abilities
- Strong problemsolving skills with attention to detail
- Ability to prioritize effectively in a fastpaced environment
- Customerfocused mindset with emphasis on service excellence
- Selfmotivated with ability to work independently and collaboratively
- Processoriented thinking with an eye for efficiency improvements
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
