SANS Institute · 6 hours ago
Operations Specialist
United States
Full-time
Remote
Mid Level
$50K/yr - $55K/yr
3+ years exp
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Responsibilities
Resolve complex, time-sensitive customer inquiries and requests
Work closely with international customer support and operational teams
Conduct system/interface troubleshooting
Identify and propose executable resolutions related to customer experience
Develop and apply an in-depth understanding of program policies and objectives
Follow protocols to protect intellectual property and uphold accreditation standards
Maintain awareness of internal goals, procedures, and changes across various BUs
Assist Team Lead with evaluating workflows and continuous process improvement
Assist with training of peers and new hires as assigned
Participate in special projects as assigned
Qualification
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Required
Some college/working toward a degree
3+ years’ relevant customer & business support experience
Experience with CRM software
Experience working in a remote environment and managing several electronic communication platforms (i.e., Outlook, slack, zoom, etc.)
Exceptional critical thinking and problem-solving skills
High attention to detail
Eager, able, and willing to take direction from others, be coached, and learn new skills
Technical knowledge relevant to the position with the ability to learn new systems/software
Aptitude toward Root Cause Analysis and Cause & Effect Analysis
Ability to multitask and prioritize assignments with varying deadlines
Ability to work independently with minimal supervision and with a team
Strong data collection and trend analysis skills
Strong cultural awareness & experience with a diverse customer base
Strong interpersonal and customer service skills – both verbal & written
Motivated to engage in professional development/soft and technical skills training as needed
Preferred
Bachelor’s Degree
Exposure to ServiceNow & Confluence
Benefits
Medical
Dental
Vision
Short-Term Disability
401(k) with company match
Employee Assistance Program
Supplemental Life Insurance and AD&D
Paid Time Off
Company Paid Holidays
Volunteer Paid Time Off
Company
SANS Institute
SANS Institute is a research and education organization that provides education related to information security.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
James Lyne
Chief Technology Officer
Jennifer Esposito
Deputy Chief of Mission
Recent News
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2024-12-06
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2024-11-30
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