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Service Operations Specialist

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Aquent is the world's largest and most successful boutique staffing firm specializing in the creative and marketing field. We place our Talent in contract engagements ranging from 2 days to 2 years! We offer the industry's best benefits that we subsidize dramatically! Medical, dental and vision benefits are available to you after just 30 days and after 90 days you are free to participate in our 401k plan! We also offer an outstanding referral bonus program where you can earn thousands of dollars just for knowing and referring talented friends!

Service Operations Specialist

Location- Palo Alto
Type- Contract
Duration- asap- October 31, 2014
Hourly pay rate- DOE

Duties Involves in the Day to Day operational issues and program management; Facilitate business and technical discussions with third party companies with support from product and R&D teams both in the US and in headquarters (Korea); Work closely with Customer support team to ensure best quality of customer support and resolution based on SLAs with Carriers. Manage Content Merchandising day to day by working closely with content providers such as Studios; Provide necessary report & settlement information to Carriers , Studios and other third parties. Collaborate and partner with Samsung Home content teams and other Samsung content organizations in order to leverage Samsung scope and scale to drive favorable contracts with media and content providers.

The Candidate will be responsible for providing and improving upon the best possible support to Samsung customers. This individual is in charge of answering customer inquiries escalations, documenting work processes, writing reports to management, and helping to improving the customer experience. Our ideal candidate is familiar with knowledge bases, life cycle management, has experience supporting software as service products, and is a great team player. We're looking for someone who driven, analytical, and able to work with various stakeholders to drive efficiency for our support systems and improve user experience.

Job Responsibilities

Resolve and follow up on escalated Customer Support issues via e-mail, chat, or phone as needed.
Create, publish, and manage internal and external knowledge material in order to improve support center performance, consistency, and drive self-resolution.
Help document work processes.
Adhere to and drive improvements on service policies and performance metrics.
Manage relationships across company and departments to ensure adoption and adherence to work process.
Write summary reports to identify and prioritize production issues.
Other duties as required.


Skills
Customer centric, able to diffuse difficult situations, and turn a negative experience into a positive one.
Analytical thinker, able to strategize plans based on data and metrics.
Ability to identify, prioritize and rectify problems systematically.
Thorough knowledge of CRM functionality.
Thorough knowledge of computer functionality, smartphone operating systems, and networks.
Thorough understanding of servers and data workflow.
Ability to work, learn and implemented approved solutions independently.
Good interpersonal skills and self-driven.

Keywords
Education
Bachelor's degree or equivalent business experience.
3-5 years of technical support experience.
Excellent editing skills.
Great customer service skills a must.
Strong analytical, written, and verbal skills.
Successfully implemented workflows and iterative improvement though regular analysis.
Proficiency in MS Office suite, including Visio, Outlook, Word, PowerPoint, Excel, and Visio.
Prior experience working with calls centers offering software as a service in the entertainment space.

Location:
Palo Alto, CA
435 Portage Avenue,

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