Monitoring incoming work orders and customer emails, performing initial triage, and ensuring timely acknowledgement, prioritization, and routing.
Conducting initial troubleshooting to gather details, assess severity, and determine appropriate next steps.
Providing clear, timely, and consistent communication to customers and internal teams, ensuring all updates are Clear, Concise, Complete, and Consistent.
Coordinating with cross‑functional teams (development, database, networking, infrastructure, and lane side technicians) to drive issues toward resolution in alignment with KPI expectations.
Monitoring mission‑critical production systems to identify performance anomalies or failures and escalating when appropriate.
Performing daily operational checks, including data validation, lane performance review, video review, and anomaly reporting.
Maintaining documentation, workflows, and automation tools to support operational efficiency and continuous improvement.

Requirements

Associates degree (A.A.) or equivalent from two-year college in a computer related or technical field, or equivalent combination of education and experience.
Collaborative mindset with a strong desire to work within a team dedicated to delivering excellent customer support.
Strong written and verbal communication skills, with the ability to explain technical issues clearly and simply.
Professional, calm, and solutions‑oriented approach, especially in high‑pressure environments.
Excellent organizational skills with strong attention to detail.
Analytical thinker with proven problem‑solving and documentation abilities.
Ability to work effectively across cross‑functional teams and departments.
Customer‑first attitude with enthusiasm for resolving issues efficiently and thoroughly.
Ability to document, analyze, and troubleshoot system or application errors.
Understanding of networking fundamentals and basic troubleshooting practices.
Ability to run SQL queries to support troubleshooting, data analysis, and issue resolution.
Experience with Microsoft Word and Excel.
Demonstrated commitment to owning responsibilities, developing expertise, and growing within a role over time.
Experience supporting 24×7 mission‑critical or high‑availability environment.
Experience working in Linux environments.
Familiarity with scripting languages such as Python and/or Bash.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLLinuxPythonBashtroubleshootingdata analysisdocumentationdata validationanomaly reportingoperational checks

Soft Skills

collaborative mindsetstrong written communicationstrong verbal communicationprofessional approachsolutions-orientedorganizational skillsattention to detailanalytical thinkingproblem-solvingcustomer-first attitude

Certifications

Associates degree (A.A.)