This job has closed.

Zoot Enterprises · 2 months ago

Service Operations Technician – Tier 1

Bozeman, MT

Full-time

Onsite

Entry Level

1+ years exp

Zoot Enterprises is a global provider of advanced origination, acquisition, and decision management solutions. The Service Operations Technician position serves as the first responder to client inquiries, providing technical assistance and ensuring timely resolution of issues while maintaining a high level of customer service.

CreditFraud DetectionRisk ManagementSoftware

Responsibilities

Timely communication to all client inquiries

Initial research and prioritization of new requests

Keeps users informed about the status of their incident/inquiry

24/7/365 Support – answering phone, opening tickets, monitoring systems

Provide excellent customer service

Immediate response and resolution to documented processes and procedures

Communicate with internal and external clients, providing information about products and services, answering inquiries and investigating any issues regarding hardware or software, provide initial troubleshooting and guidance, while completely and accurately documenting all interactions

Follow-up to ensure that appropriate actions were taken to resolve clients' problems in a timely fashion and follow up with the clients directly regarding the status or resolution of their issues

Provide excellent customer service 24x7x365 through proactive communication, driving resolution of outstanding issues, and monitoring of the production environment

Respond immediately and accurately to system alerts, triaging to determine a severity level, and escalating any potential issues. Assist in production issues by researching issues, notifying impacted clients, and escalating as appropriate

Contact appropriate vendors for Root Cause Analysis (RCA)

Ability and discipline to recognize and follow documented procedures to address an issue. Utilize and maintain documentation, and identify documentation gaps that need to be addressed

Research common errors and assist in developing solutions with an eye toward continuous improvement and automation

Maintain internal and external client contact lists

Perform code release functions, while gaining a deeper understanding of platform functionality and the software development lifecycle

Pursuit and accumulation of Zoot system knowledge and industry standard technology

Know and comply with Zoot’s Policies and Procedures, Code of Business Conduct, and Employee Agreement

Achieve a service-focused culture with emphasis on delivering on-time, high-quality products and services to internal and external customers

Other duties as assigned – it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision

Qualification

Customer ServiceTechnical SupportIncident ResponseAnalytical SkillsCommunication (Oral)Communication (Written)Problem SolvingCompassionEmpathyComposureDealing with AmbiguityProcess OrientedTechnical LearningAccountabilityAction OrientedDevelopment FocusedDriving for ResultsTrustOrganizationProfessionalismTechnical AptitudeWorking with Existing ToolsCritical ThinkingIntegrityListeningMentoringTime Management