We are seeking an Operations Assistant will support the Operations Team. This role requires a detail-oriented and tech-savvy individual with excellent organizational and communication skills, capable of handling multiple tasks and projects simultaneously. The ideal candidate will be proactive, adaptable, and eager to contribute to the success of our products by attending to our client needs.
What you'll do
- Provide administrative support to the Operations team
- Facilitate product operational requests from Level 1 customer support
- Maintain updated knowledge of all company products and services in order to provide adequate education and responses to customers
- Respond promptly and accurately to based on SLA turnaround time on all assigned ticket
- Ensure correct tagging in the ticketing system and recording of any feedback gathered from the concerned team.
- Responsible in monitoring all assigned & escalated tickets
- Communicate relevant status to both internal & external customers
- Document all customer interactions and updates accordingly based on agreed SLA
- Assist on data collection and analysis
- Assist in the preparation of product operational documentation and records
- Participate in product-related team meetings, prepare agendas, and take minutes
- Coordinate with various departments to ensure smooth workflow and communication
- Potentially assist the customer support team in addressing inquiries from our customers
- Assist in developing and improving operations processes
- Demonstrates a proactive approach in carrying out tasks
- Prepare assigned reports on customer complaints and inquiries
- Assist on new product development cascade/training
- Perform other related functions that may be assigned from time to time related to customer success
What we're looking for
- Proven experience as a customer support and/or administrative assistant or in a similar role
- Background with the usage of software systems/POS for customer support and admin tasks
- Demonstrated relevant experience in software customer support and/or a client-facing role
- Understanding of IT software development process
- Problem-solving mindset and ability to adapt to changing priorities
- Excellent verbal and written communication skills
Working with us
- Flexible work set-up (work from home and onsite work in Pasig City on certain days)
- Ability to help shape the company's operations function
- Dynamic and collaborative work environment.
How your performance will be assessed
- Timeliness and efficiency of carrying out assigned admin tasks
- Customer and team feedback
