Customer Operations & Tech Support

Ox

Fayetteville, AR

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JOB DETAILS

SKILLS

Agile Programming Methodologies, Business Operations, Communication Skills, Communications Software, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Service Operations, Customer Support/Service, Detail Oriented, Documentation, Hardware Installation, Hardware Repair, Identify Issues, Information Technology & Information Systems, Logistics, Needs Assessment, Operational Support, Operations Management, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Project/Program Coordination, Project/Program Management, Purchasing/Procurement, Record Keeping, Release Management/Engineering, Release Notes, Requirements Management, Resolve Customer Issues, Scrum Project Management and Software Development, Software Administration, Software as a Service (SaaS), Team Player, Technical Support, Writing Skills

LOCATION

Fayetteville, AR

POSTED

30+ days ago

Position Overview:
We are seeking a versatile Operations Specialist to serve as a crucial bridge between our customers, projects, and internal operations. This hybrid role combines project management, customer support, and operational coordination, offering the successful candidate extensive exposure to all aspects of our business while directly contributing to customer satisfaction and project success.

Key Responsibilities:
Project Management & Customer Relations

Participate in all customer calls to gain comprehensive understanding of client needs and business operations
Take ownership of day-to-day management for projects in "maintenance mode" (post-implementation phase where solutions are deployed and in continuous use)
Conduct weekly check-in calls with assigned customers/projects to ensure smooth operations and identify potential issues
Maintain project documentation and ensure seamless communication between customers and internal teams

Customer Support & Issue Resolution:

Serve as the primary point of contact for all incoming customer support requests
Assess, troubleshoot, and resolve customer issues or escalate appropriately to technical teams
Maintain detailed records of support interactions and resolution outcomes
Proactively identify patterns in support requests to recommend process improvements

Hardware Operations Management:

Manage all hardware requirements and logistics for existing customers
Coordinate hardware procurement, deployment, maintenance, and replacement activities
Track hardware inventory, warranties, and lifecycle management
Liaison with vendors and coordinate on-site hardware installations or repairs when necessary

Release Management & Communication:

Develop and publish comprehensive release notes for all software deployments
Coordinate with development teams to understand feature updates and technical changes
Communicate software updates and changes to customers in clear, accessible language
Maintain release documentation and version history

Qualifications:

1–3 years of experience in technical support, IT, or a related role (or relevant internship experience).
Strong problem-solving skills and attention to detail.
Excellent written and verbal communication skills.
Ability to work with both technical teams and customers in a professional, approachable manner.
Familiarity with project coordination or willingness to learn project management methodologies (Agile, Scrum, or similar).
Bonus: experience with hardware management, logistics, or SaaS applications.

About the Company

Ox

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