Overview
We are looking for an Operations Support Analyst to join our Operations Department. The Operations Support Analyst will be responsible for monitoring and providing support to all operational procedures. To be successful in this role you will need to analyze and prioritize all research programs, administer and recommend changes for various processes to ensure proper escalation of operational proficiency.
Responsibilities
* Manage Activations.Ops/CSR inbox
* Activation related issues
* Spiff related issues
* Refund requests for activations
* Email, business/shipping address or business name change requests
* Tracfone related inquiries or issues
* Pin return requests
* Master Agent change requests
* Tracking number/ Device order status
* Commission/Residual report requests
* RTR payment issues
* SQL-orders filled with errors
* API Merchant inquiries
* Dealer Support (CSR) daily reporting
* Manage open tickets queue
* Pending queue/SM recon
* Escalation callbacks
Requirements
* At least 6 months of dealer support experience
* Strong communication skills, both written and oral
* Ability to communicate effectively
* Must be detail oriented, organized and task driven
* Experience with PC software specifically on MS Word, Excel, and Access
* Ability to work under limited supervision
* Able to learn new processes or be trained on software quickly
* Must be able to follow directions and be a team player with the ability to wear multiple hats
* Must be available to work full-time Monday through Friday 9am-6pm
* Must be willing to participate in a weekend rotation schedule
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