What are the responsibilities and job description for the Operations and Business Support Specialist position at Gate Sentry?
Job Summary:
The Operations and Customer Support Specialist plays a critical role in ensuring the smooth operation of our organization. This position combines operational tasks with direct customer engagement to enhance overall efficiency and client satisfaction.
Key Responsibilities:
- Create customer implementation materials and track progress to project timelines.
- Coordinate with various departments to streamline workflows and enhance productivity.
- Assist in daily operations, ensuring company and customer processes run efficiently.
Operational Tasks:
- Maintain accurate records and documentation of operational activities and customer interactions.
Customer Support:
- Educate customers on product features, usage, and troubleshooting techniques.
- Provide timely and accurate responses to customer inquiries via phone, email, and chat.
- Resolve customer issues and complaints with professionalism and empathy.
- Maintain up-to-date knowledge of products and services.
Process Improvement & Reporting:
- Identify opportunities to improve operational efficiency and customer experience.
- Contribute to the development of standard operating procedures and training materials.
- Assist in implementing new tools or software that improve operations and customer support.
- Compile and analyze customer feedback and operational data to provide insights for management.
Qualifications:
- Bachelor's degree in business management or a related field preferred; 5 years of relevant experience in operations and customer support.
- Strong organizational and multitasking skills, with the ability to prioritize effectively.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office Suite and familiarity with Hubspot a plus.