Operations Support Specialist

Posted 5 months ago

OpenVault LLC is expanding their Operations and Customer Support department. The ideal candidate has strong analytical and problem solving skills with a passion for providing exceptional customer service. This position offers the opportunity to provide support for existing products in addition to collaborating on new development.

The office is based in the New Jersey area but the position can be remote and reports to the Director of Operations and Support.

RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:

  • Troubleshoot and resolve customer reported issues
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Manage tickets using Zoho
  • Monitor daily operational processes and take corrective action as necessary
  • Participate in new development and testing
  • Provide customer education on OpenVault services and processes
  • Assist with implementations

QUALIFICATIONS AND SKILLS:

  • Self-disciplined with the ability to learn and manage work with minimal supervision or direction
  • 12+ months of customer service experience
  • 12+ months experience in the Cable Industry
  • Experience using ticketing systems (Zoho a plus)
  • Intermediate proficiency with Microsoft Office Suite
  • Linux/Unix knowledge
  • Proficiency in MySQL
  • Excellent interpersonal, verbal and written communication
  • Demonstrated ability to manage customer expectations
  • Advanced troubleshooting and problem solving skills
  • Highly organized with close attention to detail
  • Comfortable working in a fast-paced environment; able to handle shifting priorities
  • Knowledge with OpenVault products and tools
  • Knowledge on DOCSIS technology
  • Cisco and Arris CMTS knowledge a plus
  • IPDR knowledge a plus
  • Understanding of cloud services such as AWS a plus

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