Support Operations Specialist
ACA Group
full-time
Posted on:
Location Type: Hybrid
Location: Pittsburgh • Connecticut • Florida • United States
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About the role
- Evaluation of support tickets – deciding is this a people, process, or system issue
- Prioritization – working with affected users and the Enterprise Systems team to determine the severity of issues
- Routing – place the issue in the hands of the ultimate resolver as efficiently as possible
- Communication – affected users are well, affected. You bring peace, calm, and confidence in communication to them about resolution
- Resolution – you actively resolve issues yourself when you can
- Knowledge Base Management – you codify what you learn for everyone’s benefit
- Incident Bridge Management – hopefully we never have a big issue, but if we do, you run the incident
- Root Cause Analysis creation – you coordinate and author and present RCA’s when required
- Track metrics for measurement of business outcomes gained from implemented solutions
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Business, Finance, or a related field
- 5+ years of experience in a triage or business role
- experience with enterprise/financial systems and financial acumen such as Salesforce, Workday or Financialforce/Certinia
Benefits
- medical and dental coverage
- pension and 401(k) plans
- wide range of paid time off options
- flexible work environment
- time off for designated ACA Paid Holidays
- Summer Fridays
- Personal/Family Care
- other leaves of absence
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
root cause analysisincident managementissue resolutionknowledge base managementmetrics tracking
Soft Skills
communicationprioritizationproblem-solvingcollaborationcalmness under pressure