What are the responsibilities and job description for the Service Operations Technician – Tier 1 position at Zoot Enterprises, Inc.?
Overview
The Service Operations Technician position acts as the first responder to internal and external client inquiries about products and services and provides technical assistance to computer system users while handling and resolving issues, also facilitating issue resolution and tracking, while keeping the client informed of progress. The Service Operations Technician position is fast paced and requires regular management of changing priorities.
Tier 1 provides the first line of defense for support questions and issues including:
- Timely communication to all client inquiries.
- Initial research and prioritization of new requests.
- Keeps users informed about the status of their incident/inquiry.
- 24/7/365 Support – answering phone, opening tickets, monitoring systems.
- Provide excellent customer service.
- Immediate response and resolution to documented processes and procedures.
The Service Operations team is part of the Production Operations group and is responsible for the 24x7x365 monitoring and response to alerts of Zoot’s systems and processing environments. The Service Operations team ensures a customer-service focus on timely acknowledgment of requests, detection of issues, restoration of service, and issue resolution.
The Production Operations group is responsible for managing the configuration and day-to-day running of the software infrastructure, monitoring live applications, identifying and resolving issues that arise in the production environment, providing technical support to end-users, and ensuring the smooth operation of the software product by quickly addressing incidents and minimizing downtime. The Product Operations group is the first point of contact for any problems users experience once deployed to production. This group performs tasks like configuration, deployment, monitoring, maintenance, incident response, system performance optimization, and user support.
For over 30 years, Zoot Enterprises has been a global provider of advanced origination, acquisition, and decision management solutions. Our customer-centric tools and services enable Zoot's clients to add value and differentiation, while providing nimble, scalable solutions for specific business objectives. Zoot provides a cloud based, secure processing environment. We offer tailored data driven decisioning technology solutions that empower our clients to streamline processes, increase flexibility and efficiency, accelerate growth, while accessing hundreds of cutting edge data sources to help reduce risk.
Essential Job Functions
- Communicate with internal and external clients, providing information about products and services, answering inquiries and investigating any issues regarding hardware or software, provide initial troubleshooting and guidance, while completely and accurately documenting all interactions.
- Follow-up to ensure that appropriate actions were taken to resolve clients' problems in a timely fashion and follow up with the clients directly regarding the status or resolution of their issues.
- Provide excellent customer service 24x7x365 through proactive communication, driving resolution of outstanding issues, and monitoring of the production environment.
- Respond immediately and accurately to system alerts, triaging to determine a severity level, and escalating any potential issues. Assist in production issues by researching issues, notifying impacted clients, and escalating as appropriate.
- Contact appropriate vendors for Root Cause Analysis (RCA).
- Ability and discipline to recognize and follow documented procedures to address an issue. Utilize and maintain documentation, and identify documentation gaps that need to be addressed.
- Research common errors and assist in developing solutions with an eye toward continuous improvement and automation.
- Maintain internal and external client contact lists.
- Perform code release functions, while gaining a deeper understanding of platform functionality and the software development lifecycle.
- Pursuit and accumulation of Zoot system knowledge and industry standard technology.
- Know and comply with Zoot’s Policies and Procedures, Code of Business Conduct, and Employee Agreement.
- Achieve a service-focused culture with emphasis on delivering on-time, high-quality products and services to internal and external customers.
- Other duties as assigned – it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision.
Core Competencies Required
Job Specific:
- Analytical Skills - Uses a logical reasoning process to break down and work through situations or problems; able to identify and define problems, collect and analyze information, problem solve, and make decisions; extract key information from data and develop workable solutions for the problems identified.
- Communication (Oral/Verbal) - Demonstrates the ability to convey thoughts and express ideas effectively using speech in individual or group situations; conveys and presents information appropriately for the needs of various audience groups.
- Communication (Written) - Communicates clearly and effectively in writing as appropriate for the needs of various audience groups; able to get messages across that have the desired effect.
- Compassion and Empathy - Genuinely cares about people; shows concern for work and non-work problems; willing to help; demonstrates genuine understanding of the positive and negative situations of others.
- Composure – Able to maintain a rational and objective demeanor when faced with stressful or emotional situations; makes emotional and physical changes to manage, control, and reduce tension in trying situations; handles pressure and/or stress effectively and does not become defensive or irritated; professional maturity; not derailed by obstacles or rejection.
- Dealing with Ambiguity - Able to cope with change; versatile; can shift gears as priorities or business needs change; able to act without having all of the answers; doesn't get frustrated when things are ambiguous; able to move on if situation necessitates it, even if other tasks/projects aren't complete; able to balance acting with uncertainty with risk.
- Process Oriented - Able to determine the processes necessary to accomplish tasks; utilizes existing processes effectively; knows how to organize or combine tasks that align with processes to make workflow efficient; looks to improve existing processes when appropriate.
- Technical Learning – Able to learn new knowledge and skills that apply to one's job duties; willing and able to learn on the fly; learns quickly when facing new problems; versatile and open to change; tries different solutions to try and find the right one; able to approach situations where learning needs to occur in order to successfully complete the task, but is able to quickly learn what's needed to accomplish it.
Companywide:
- Accountability - Takes responsibility for tasks and projects as assigned; holds self and others accountable for high quality, timely, and cost-effective results; accepts responsibility for mistakes.
- Action Oriented, Initiative – Works hard every day, self-motivated; energized by both tasks expected of the role and new or challenging projects; willing to act even with minimal planning, however, doesn't act carelessly and takes responsibility for actions, whether end result is positive or negative; moves on to the next task or project without being asked or seeks out additional ways to help.
- Communication (General) – Effective with the form(s) of communication that are applicable to a given role (oral, presentation, written); able to be detailed enough to show that the right work was done, yet succinct enough to effectively communicate data, opinions, or findings.
- Critical Thinking - Uses logical, strategic, analytical, reasoning to identify the strengths and weaknesses of a given situation and possible solutions, conclusions or approaches to problems; able to think outside the box to generate possible solutions.
- Customer Focused, Service Oriented - Actively works to meet the expectations, requirements, or needs of internal and external customers; understands who their customer is; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Development Focused - Knows or is able to recognize personal strengths and weaknesses, opportunities, and limits; learns from mistakes; receptive to sharing one's own shortcomings with others; is comfortable with balanced performance reviews (both positives and areas to improve) and honest professional development and career discussions.
- Driving for Results, Solutions Focused - Motivated by success and passionate about working and achieving results that align with the plan; finds ways to complete tasks or projects, even in the face of adversity, and remains optimistic and driven to the end; looks for ways to improve performance all the time.
- Integrity and Trust – Widely trusted across the organization; seen as a direct, truthful individual; maintains confidentiality as required; admits mistakes; doesn't misrepresent themselves or the facts for personal gain.
- Listening - Practices attentive and active listening; has the patience and ability to hear people out; able to accurately restate the opinions of others to validate understanding, even if there is disagreement.
- Mentoring - Able to effectively share knowledge and insight with others so that they can accomplish tasks, achieve goals, and enhance skills.
- Organization and Time Management - Able to manage multiple projects or tasks and adapt to changing priorities; effective and efficient with own time; able to bring resources (e.g. people, materials, processes, budget) together to get things done and uses them effectively; shows up on time and respects the time of others.
- Problem Solving – Willing to solve difficult problems with effective solutions; examines all angles and sources before developing a solution; looks beyond easy solutions and doesn't stop at the first answer; able to uncover or anticipate hidden problems; provides honest analysis, even if the answer isn't what people want to hear.
- Professionalism - Easy to approach and talk to; able to put others at ease, either naturally or due to self-awareness to adjust; warm, pleasant, and gracious; sensitive to and patient with the personalities of others; builds rapport by making people feel comfortable; works well with others; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; able to be candid with peers; solves problems in a way that minimizes negative impacts to others.
- Technical Aptitude - Has the functional and technical knowledge and skills to perform a job's duties at a high level of accomplishment.
- Working with Existing Tools - Able to leverage current tools, services, process, and procedures to accomplish tasks; seeks additional understanding of existing processes and procedures; finds ways to improve upon existing options before proposing or exploring new options.
Education, Training, and Experience Requirements
This position requires:
- High School Diploma
- Associates Degree Computer Science, Information Technology, or related field preferred.
- Bachelor Degree Computer Science, Information Technology, or related field preferred.
- Experience 1 years of previous customer service or support experience preferred.
Or, an equal combination of education and experience.
Physical Requirements
- All positions at Zoot require the ability to move about inside an office environment which includes the operation of computers and other office productivity machinery and frequently communicates with other employees, clients, vendors, and visitors.
- This position specifically requires long periods of sitting at a computer workstation.
Working Conditions
- In order to optimize team performance, the work space for this position is typically a cubicle setting in an open space environment.
Work Hours and Location
- It is expected that non-exempt (hourly) employees, and specifically this position, regularly and consistently report to work on-site, at Zoot headquarters, during this position’s defined shift schedule.
- This position requires nighttime and weekend work in order to provide 24X7 coverage of the Service Desk.
- This position will require travel less than 5% of the time.
