Operations Analyst

About the Role

Join our growing back-office team supporting a leading technology client! In this entry-level role, you'll play a vital part in ensuring customer satisfaction by investigating and resolving complaints. You'll be responsible for handling escalations, researching issues, and providing solutions to customer concerns, all while gaining valuable experience in customer service and operations. If you're empathetic, detail-oriented, and eager to learn, this is a fantastic opportunity to launch your career in customer advocacy!

Responsibilities

• Respond efficiently to incoming support emails, serving as the first point of contact for technical assistance.
• Investigate and resolve escalated customer issues related to core operations, service experience, and especially complaints.
• Utilize our internal knowledge base to provide accurate and timely solutions to common questions and complaint scenarios.
• Identify recurring themes in support emails and complaints, and contribute to improving our internal knowledge base and complaint resolution processes.
• Escalate complex issues requiring advanced expertise to the appropriate teams.
• Manage and resolve issues arising in back-office operations.
• Review and respond to physical mail from customers, often related to complaints or inquiries.
• Document all interactions and resolutions accurately in our system.

Requirements

• A background or strong interest in customer service, conflict resolution, or a related field.
• Familiarity with core operations or back-office procedures is a plus.
• Exceptional attention to detail and organizational skills.
• Excellent verbal and written communication skills, with the ability to empathize with customers.
• Ability to manage your time effectively and prioritize tasks.
• A proactive and task-driven approach, with a passion for helping people.
• Bonus Points: Experience in complaint handling or resolution.
• Bonus Points: Experience in a customer service role.

Pay

The pay range for this position is $25.00 - $25.00/hr.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract position based out of Austin, TX. Fully onsite.