IT Operations Analyst providing technology - based customer service support and first level analysis for tech issues. Ensuring resolution of end user incidents/issues, Local to Lexington, SC.
About the role
- Customer Operations Lead at Bastion handling partner escalations and optimizing AI-powered support tools. Work involves cross-functional collaboration and building sustainable support processes.
Responsibilities
- Be the front line of support for Bastion's partners
- Manage escalations and triage technical issues
- Build processes, knowledge base, and tooling for sustainable support
- Optimize AI-powered support tools
- Collaborate cross-functionally with engineering, product, and compliance
- Design and manage the BPO strategy as volume grows
Requirements
- Experience with automation workflows
- Knowledge of AI tooling
- Strong judgment skills
- Experience with partner escalations
- Ability to triage technical issues
- Familiarity with ticketing and knowledge management systems
Benefits
- Flexible work schedules
- Unlimited paid vacation & holidays
- Comprehensive health coverage
- Life insurance
- Retirement benefits
- Paid parental leave
- Tax-advantaged accounts
- One Medical
- Spring health
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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