Operations Support Specialist managing DHHS ticketing system for compliance. Overseeing internal monitoring and resolution of ServiceNow tickets as a key liaison for internal experts.
About the role
- Customer Care Specialist in Customer Success & Support for maintaining client data and handling inquiries. Responsible for documentation, support coordination, and operational excellence in a hybrid setup.
Responsibilities
- Maintain accurate records of customer interactions and activity in the Customer Relationship Management (CRM) system.
- Ensure accurate and up-to-date documentation of all customer interactions and administrative follow-ups.
- Develop and maintain internal customer service documentation, including knowledge base articles and FAQs, to support the team.
- Serve as an administrative point of contact for sustainment projects, providing support and facilitating customer calls as needed.
- Address routine customer inquiries and administrative concerns in a timely and professional manner.
- Confidently engage with clients, even when immediate information is limited.
- Proactive approach to client communication, fostering positive relationships and maintaining a high level of professionalism.
- De-escalate customers when possible, advise of potential escalations to the management team.
- Collaborate with cross-functional teams (e.g., Product, Technical Support) to coordinate and resolve complex customer concerns.
- Assist in monitoring and analyzing administrative customer data to identify trends in service issues and documentation gaps.
- Provide outstanding service to ensure an effective and positive customer experience.
- Maintain proficiency in the company's product knowledge to accurately guide administrative and basic support interactions.
Requirements
- 1–3 years of experience in a customer service, customer experience, or administrative support role.
- Proficiency in Microsoft Office applications: Outlook, Teams, Excel, SharePoint, Word, and PowerPoint.
- Experience with CRM tools (e.g., Salesforce, Copper, HubSpot) is an asset.
- Excellent English communication skills, both written and spoken.
- Strong customer focus and commitment to client satisfaction.
- Excel at actively listening, taking comprehensive notes on any concerns, and ensuring that all clients feel heard and supported.
- Demonstrated time management and organizational skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Collaborative and cooperative mindset; ability to work well with cross-functional partners.
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