Resolutions Administrator

Resolutions Administrator

This is unique multidisciplinary position reports directly to the COO.  You will be responsible for creating successful resolutions for customers once a support ticket has been escalated.

Your tasks include, but are not limited to:

  • Troubleshooting product and process-related issues and drive them to resolution
  • Coordinating with other team members to help fix bugs in a timely manner
  • Support Customer Success team by setting up forms and troubleshooting issues as needed
  • Project manage Customer Success requests and Business Operations needs as needed
  • Own the entire resolution process and deliver exceptional service and communication to internal team members
  • Analyze data, design and build support processes using both a deep understanding of quantitative data to strengthen cross-team alignment 
  • Assist the product / engineering team with quality assurance testing for the product and create test cases

Education & Experience
  • Bachelors Degree
  • Theoretical and practical project management knowledge
  • Experience as a project administrator or manager
  • Experience in strategic planning, risk management and/or change management
  • Proficiency in project management software tools

Competencies 

  • Critical thinking and problem solving
  • Excellent decision-making and leadership capabilities
  • Conflict resolution experience 
  • Adaptability
  • Customer success
  • Able to tolerate stress and thrive in a fast-paced startup environment

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