Job Directory Operations Support Specialist

Operations Support Specialist
Richardson, TX

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Job Description

The Operations Support Specialist manages and oversees support for clients as it relates but not limited to Operations and Training. The Operations Support Specialist assists new and existing clients on escalated Support tickets when issues are reported. This position will work closely with clients as well as Product Support staff to resolve support issues and in the testing of new operations solutions. This position will also work with the Operations Support Manager and possibly other levels of management to develop processes and procedures that are scalable, repeatable and measurable.


* Provide guidance, training and troubleshooting for escalated support tickets
* Respond and resolve operation support issues
* Work with Development staff regarding specialized implementation needs
* Participate in acceptance testing of product changes or modifications
* Contribute to adjusting processes that will improve quality and client satisfaction
* Contribute to the development of training guides
* Monitor and report trends with support tickets to management, as needed
* Provide reporting to management, as requested
* Additional duties as assigned


* Minimum 2 years of related customer service or account management experience
* Minimum 2 years experience of electronic payments processing, hardware support or equivalent
* High school diploma or equivalent required
* Exceptional customer service skills
* Strong verbal and written communication skills
* Demonstrated critical thinking and analytical skills
* Basic understanding of accounting core competencies and debit/credit functionality
* Proficient knowledge in MS Word and Excel; knowledge of Access and SharePoint preferred
* Ability to thrive in a fast pace, constantly changing work environment
* Ability to manage multiple tasks simultaneously
* Ability to work independently
* Ability to build relationships within and across different lines of business throughout the organization Ability to work extended hours or weekends when needed to meet time sensitive deliverables
* Must have an understanding all ACH, Credit Card and IRDs


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