Operations Specialist
About the Role
As an Operations and Support Specialist, you will be instrumental in supporting the POP Tracker team in managing all aspects of day-to-day operations. You will spend time in our software understanding the data structure and functionality as well as training new users and engaging existing users to improve their proficiency with our platform. While the ability to understand and explain our software product is critical, this is not a technical position requiring programming or systems engineering skills. You will spend time with our key customers understanding their habits, workflows and issues and you will work with the rest of the POPT team to consistently improve our product capabilities and the user experience. This position requires an outgoing, confident individual with excellent verbal and written communications skills who wants to work in a dynamic company environment and solve problems every day.
You'll be responsible for:
� Executing day-to-day customer support operations including responding to questions by email and phone, and following up on reported issues
� Mastering the POP Tracker platform to efficiently and effectively manage customer experiences, including data entry and data management
� Troubleshoot issues reported by customers and provide solutions by working with the rest of the team
� Strategizing ways to improve our service, streamline our processes, and better serve our customers
� Facilitate problem solving between end user and POPT management and technical development staff
� Developing client training programs/documentation
Your qualities:
� You're a patient communicator who enjoys problem solving and friendly conversation, translating concepts across various customer solutions
� You are creative and look for innovative ways to improve the customer experience
� You possess a strong sense of ownership and determination to get things done
� You're attentive to the little details and you believe people's experience matters
� You like to think about problems holistically, and how decisions impact future actions
� You have some professional experience; experience with startups a plus
� 4-year college degree
Benefits:
� $45,000 annual salary with health benefits
� 2 weeks paid vacation
� Opportunity to become a critical member of our small team with significant potential for personal growth and career advancement
� Expectation is 2-3 days per week in the office (Montclair, NJ) and 2-3 days per week working remotely
� Covid-19 Vaccination required
About the Role
As an Operations and Support Specialist, you will be instrumental in supporting the POP Tracker team in managing all aspects of day-to-day operations. You will spend time in our software understanding the data structure and functionality as well as training new users and engaging existing users to improve their proficiency with our platform. While the ability to understand and explain our software product is critical, this is not a technical position requiring programming or systems engineering skills. You will spend time with our key customers understanding their habits, workflows and issues and you will work with the rest of the POPT team to consistently improve our product capabilities and the user experience. This position requires an outgoing, confident individual with excellent verbal and written communications skills who wants to work in a dynamic company environment and solve problems every day.
You'll be responsible for:
� Executing day-to-day customer support operations including responding to questions by email and phone, and following up on reported issues
� Mastering the POP Tracker platform to efficiently and effectively manage customer experiences, including data entry and data management
� Troubleshoot issues reported by customers and provide solutions by working with the rest of the team
� Strategizing ways to improve our service, streamline our processes, and better serve our customers
� Facilitate problem solving between end user and POPT management and technical development staff
� Developing client training programs/documentation
Your qualities:
� You're a patient communicator who enjoys problem solving and friendly conversation, translating concepts across various customer solutions
� You are creative and look for innovative ways to improve the customer experience
� You possess a strong sense of ownership and determination to get things done
� You're attentive to the little details and you believe people's experience matters
� You like to think about problems holistically, and how decisions impact future actions
� You have some professional experience; experience with startups a plus
� 4-year college degree
Benefits:
� $45,000 annual salary with health benefits
� 2 weeks paid vacation
� Opportunity to become a critical member of our small team with significant potential for personal growth and career advancement
� Expectation is 2-3 days per week in the office (Montclair, NJ) and 2-3 days per week working remotely
� Covid-19 Vaccination required