Junior Operations Support Coordinator

Your Future Role: Junior Operations Support Coordinator

Ensure excellent support of teams, systems, programs and hardware to better assist Field Teams in their day-to-day operation. This role is an essential part of our effort to build a rapid growing support team that is recognized as the best in this emerging industry. Passion, effort, problems solving skills and effectively communicate within various levels of our fast-growing dynamic organization are just a few of the trades you should possess.

4 Key Responsibilities:

• Providing excellent support for teams throughout Serendipity Labs locations via phone, IM/chat and Video Chats etc.
• Utilize 3rd party programs such as Freshdesk and vendors to track, respond, report and resolve tickets in compliance with SLA's
• Install and configure workstation, telephony, video, and mobile hardware/software as required in conjunction with System Admin resources (remote and on-site)
• Quickly learn new technologies, systems, solutions, and procedures. Further identify opportunities in improving the support process.

Essential Duties & Responsibilities:

Financial performance

• System initiatives concerning Freshdesk, it's membership changes and expenses are to be approved by Director of Operations Support prior to roll out.
• Vendor Dispatchment, license changes and any other cost creating initiatives are to be approved by Director of Operations Support

Support Desk

• Resolve escalated teams and member issues quickly, efficiently and within policy guidelines by utilizing the Freshdesk platform.
• Oversee and ensure that all operational systems are in working order and escalate outages/problems to the appropriate vendor/contact and/or vendor and are resolve in a fair and reasonable timeframe.
• Carry out lab level audits, brand standards and other aspects of lab operations that were trained.
• Any identified patterns and feedback on systems are to be presented to Director of

Operations Support

• Create a positive overall team experience at each lab opening. Drive a positive experience that supports the teams efforts to raise NPS scores at each lab and handling customer request.
• Provide a point of escalation for any training delivery and lab openings issues

Team

• Actively participate at team meetings
• Create a transparent team environment that flourishes on support, care and feedback
• Flexibility in the event of staff related coverage shortages

Essential Knowledge, Skills & Abilities:

• Minimum 3 years experience in a customer centric environment, IT related functions and or work experience desired
• Bachelors Degree level or higher preferred
• High standard of customer service and strong written and oral skills
• Excellent organizational skills
• Ability to work under pressure and demonstrate flexibility

Desirable Skills:

• Experience in working in the Hospitality/Services business
• Knowledge of business software and other business equipment
• Support/Ticket system experience preferred
• Setup up/trouble shooting, and problem solving talents required

Requirements:

• Reasoning, remembering, mathematics, appropriate language (written and verbal) ability.
• Support and interact with members, visitors and lab staff
• Hearing – Ability to receive detailed information through oral and telephone communication.
• Talking – Clearly expresses ideas by means of spoken word.
• Ability to sit, stand, type and view a computer screen for extended periods of time (covers
  repetitive motions and vision)
• Ability to perform low impact physical tasks, such as use of stairs, stooping, walking, pushing, pulling, and lifting. Regular usage of stairs if required at the location.
• Satisfactory pre-employment D.O.T drug test.

Perks and Benefits:

• Paid sick leave
• Competitive PTO Package
• 80 % Paid Medical, Dental, Vision (Yearly Open Enrollment)
• 50% Paid Short-Term and Long-Term Disability
• Flexible Spending Account (FSA) and Health Savings Account (HSA) which allows you to set aside pre-tax dollars to pay for qualified expenses
• Paid Parental Leave Policy
• 401K –through TriNet & Empower Retirement Services
• Employee Assistance Program (EAP)
• Commuter Benefits
• Staff Discounts via TriNet Marketplace on hotel rates, car rentals and more
• Generous Paid Time Off, Sick Time and company paid holidays
• Educational Assistance Program - Serendipity Labs encourages career advancement and provides resources for our employees looking to further their education in the form of tuition reimbursement.
• Employee Referral Program