2nd shift Operations Support Analyst

Job Description

Description:

We are looking for an Operations Support Analyst to join our Operations Department. The Operations Support Analyst will be responsible for monitoring and providing?support?to all?operational?procedures. To be successful in this role you will need to analyze and prioritize all research programs, administer and recommend changes for various processes to ensure proper escalation of?operational?proficiency.

Manage Activations.Ops/CSR inbox

Activation related issues

Spiff related issues

Refund requests for activations

Email, business/shipping address or business name change requests

Tracfone related inquiries or issues

Pin return requests

Master Agent change requests

Tracking number/ Device order status

Commission/Residual report requests

RTR payment issues

SQL-orders filled with errors

API Merchant inquiries

Dealer Support (CSR) daily reporting

Manage open tickets queue

Pending queue/SM recon

Escalation callbacks

Requirements:

At least 6 months of dealer support experience

Strong communication skills, both written and oral

Ability to communicate effectively

Must be detail oriented, organized and task driven

Experience with PC software specifically on MS word, Excel, and Access

Ability to work under limited supervision

Able to learn new processes or be trained on software quickly

Must be able to follow directions and be a team player with the ability to wear multiple hats

Must be available to for training on Monday through Friday 9am-6pm

Must be willing to participate in a weekend rotation schedule