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Operational Specialist

2 months ago

Rochester, United States Solü Technology Partners Full time

The Operations Specialist manages various operational initiatives including the support and order entry systems and provides user data support to the sales team. Primary responsibilities include enabling trials and subscriptions, adding publishing vouchers, running usage reports, and providing enterprise-level assistance to our customers.


Essential Duties

  • Develop and maintain a knowledge of solutions
  • Manage the following, which require independent decision making at various points in the process.
  • Trials, Subscriptions and Voucher Orders for accounts, manage users associated with the accounts.
  • Support queue – take ownership of customer issues reported and work with various internal teams to troubleshoot\resolve case issues and questions.
  • Orders queue – take ownership of orders, determine best means of auditing and provisioning the orders in partnership with Account Executives.
  • Run product usage data reports. Utilize Tableau and Excel macros, charts, and graphs to prepare customer reports.
  • Provide data to the Sales team as needed (usage reports, product access, etc.).
  • Work with and assist customers in understanding their workflow for Intellectual Property search.
  • Develop subject matter expert knowledge on the internal User Management system, which is used to provision orders and provide product data and usage.
  • Develop knowledge of Salesforce processes and assist with documentation of various processes.


Technology/Equipment/Tools


Proficiency in Microsoft Office Suite, Outlook, and one or more CRM systems


Qualifications


1. Education Requirements


Associate’s degree or higher


2. Skills and Competencies Requirements


  • Experience working in a Customer and Sales Support role with focus on technical problem solving.
  • Strong organizational, problem-solving, project management and analytical skills
  • Experience in interacting with clients on a daily basis.
  • Computer savvy: ability to learn and utilize multiple computer systems
  • Demonstrated proficiency and good judgment in managing project priorities and workflow
  • Excellent written and oral communication skills
  • Ability to work with all levels of management
  • Demonstrated ability in being proactive, willingness to work on various projects as needed in addition to daily responsibilities
  • Creative and innovative team player
  • Willing to go above and beyond
  • Users Support systems and processes to track and manage work
  • Adaptable/flexible/teachable