Operations Assistant

Job Summary: The Intern role will work in line with the Technical Support Team and serve as the first point of contact for all customer support needs, managing intake, triage, and resolution of customer and infrastructure tickets. This position is responsible for troubleshooting, escalating, or resolving technical issues while maintaining accurate documentation. The role involves tracking KPIs, maintaining knowledge base articles, providing on-call technical support, and ensuring effective incident response communication. Additionally, this role will be responsible for order fulfillment, physical count, and shipping & receiving.

Supervisory Responsibilities:

None.

Key Duties and Responsibilities:

Create, Triage, and Update Customer and Infrastructure Tickets

Serve as the first point of contact for customer inquiries, technical issues, and infrastructure support requests.

Accurately create, categorize, and prioritize tickets based on customer needs and Service Level Agreements (SLAs).

Gather necessary information to assess, resolve, or escalate customer issues.

Ensure all customer interactions are properly logged and documented.

Document, Troubleshoot, Escalate, or Resolve Tickets

Provide on-demand troubleshooting support via phone, email, and remote assistance.

Utilize diagnostic tools and available documentation to resolve issues efficiently.

Escalate complex issues to higher-tier support, vendors, or developers when necessary.

Maintain detailed records of resolutions and escalate recurring issues for long-term fixes.

Phone and Ticket KPIs

Meet or exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.

Track and report on ticket handling metrics, ensuring adherence to SLAs.

Optimize workflows to improve efficiency in resolving customer issues.

Maintain Knowledge Base Articles and Internal SOPs

Develop, update, and maintain knowledge base articles to improve customer self-service options.