The System Operations Specialist will be supporting the backend systems for the global customer support team that provides digital advertising solutions to client.
Responsibilities
- Manage various internal system backend configurations including customer support ticketing system & internal product feedback, testing tools, and category/form/routing
- Manage global routing workflow design and execution across multiple layers of customer support & Product specialist teams on internal ticketing platform
- Configure backend routing to ensure full schedule and skillset coverage across regions and products
- Design routing logic to manage multiple channels including tickets and chat to ensure reply SLA for and optimise for 24/7 support
- Establish ticket escalation channels with internal teams, to continuously bring solutions closer to advertiser
- Analyze data and escalation feedback to identify opportunities for improving the routing workflows and strategize with regional operations teams to drive routing changes based on changing product landscape
- Manage and design a 24/7 staffing roster from a workforce management POV for internal and external teams
- Govern the process & documentation of system configuration and logic, working with cross-functional stakeholders to ensure they're aligned and up-to-date with business needs
Job Requirements
- BA/BS degree or above
- 4+ years of experience in a customer operations/support team or customer support platforms such as Zendesk/Salesforce Service Cloud/Zoho Desk
- Good communication skills with demonstrated experience collaborating with different teams and managing multiple stakeholders to achieve business objectives
- Process-oriented, able to formulate and optimize operational processes based on business context to improve efficiency and customer experience
- Good data analytical and business analysis skills; proficient with excel/spreadsheets
- A fast learner and self-starter with a good sense of judgment
- Familiarity with digital adverting platform e.g. Google, Meta, TikTok advertising solutions is a plus
