Operational Support Specialist

We are seeking an Operations Support Specialist to join our client—a world-leading tech company—on their Business Messaging Support team. This is a full-time, 11-month contract role, requiring 40 hours of work per week. The position is hybrid, with 3 days per week onsite at the clients Dublin office.

Business Messaging Support is building a world-class enterprise support organization focused on the success of businesses leveraging our suite of Business Messaging products. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world.

We are seeking an Operations Specialist who is passionate about managing and improving operational efficiency, and wants to make a positive impact on an emerging team. The ideal candidate is someone who has worked across medium-large size teams with varied stakeholders, is exceptionally data oriented, is knowledgeable on support workflows and KPIs and is resourceful in finding solutions to ambiguous problems.

Responsibilities:

• Review operational issues and determine if a technology (product) solution is required or a process correction needs to be made. Identify opportunities to improve business practices and drive internal process improvements.
• Track and report on operational performance for the global team and conduct data analysis regularly to identify trends and areas of improvements.
• Run daily standup meetings and monitor and manage daily customer support tickets for prioritization and triage.
• Assist in creating Business Review content for leadership meetings.
• Ensure the team adheres to established processes and protocols while staying informed about any updates or changes. Proactively highlight any deviations that affect our quality of support both internally and with vendors.
• Identify and address any roadblocks or issues that may impact operations
• Update status page for product issues when needed
• Support daily hand-over activities between different regions
• Coordinate with the team and prepare regional monthly meeting content
• Coordinate customer notifications on expiring API product version

Essential Skills/Experience:

• 2-4 years of experience providing operations support in a technical environment with strong understanding of Operational Metrics and Key Performance Indicators to measure success of a team.
• Experience in building advanced SQL queries and dashboards to find operational trends and root cause.
• Experience using advanced Excel.
• Demonstrated creative problem-solving approach and experience in using data visualization technologies to help drive business insights.
• Customer-oriented mindset with demonstrated understanding and empathy
• High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary
• Demonstrated ability to multitask and prioritize in a fast-paced environment

**Please note that this is a contract role for 11 months**

Information :

• Company : Eden Recruitment
• Position : Operational Support Specialist
• Location : Dublin
• Country : IE