Operations Specialist, Technical Services

Organizing global on-call and mission-critical schedules using Workforce Management (WFM) tools and incident response platforms to guarantee seamless 24x7x365 support availability.

Collaborating with Technical Services leadership and staff to ensure integrated worldwide processes and a unified, high-quality customer experience.

Primarily supporting the AMER region while working and interacting regularly with global business partners across 'follow-the-sun' handovers.

Exemplifying a customer-obsessed mindset by resolving operational roadblocks, servicing critical customer access needs with urgency, and continually refining support ticket workflows.

Strong customer-centric perspective and approach to solving operational challenges, coupled with a passion for delivering service excellence.

Fluent written and spoken communication skills in both English and Spanish.

Focuses on data to answer questions—likes to "do the math," validate assumptions with evidence, and solve operational issues with scalable, systems-based solutions.

Pays close attention to detail, anticipates next steps with minimal direction, and can break strategic initiatives down into tactical, execution-ready next steps.