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