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Technical Operations Specialist

1 month ago

Austin, Texas, United States Vaco Full time
Job Summary

We are seeking a highly skilled Technical Operations Analyst to join our team at Vaco. As a key member of our Business Operations team, you will be responsible for providing exceptional support to our dealers, collaborating with internal teams, and driving continuous improvement initiatives.

Key Responsibilities
  • Act as the primary escalation point for dealer support issues, providing expertise in troubleshooting and problem resolution.
  • Collaborate with the Level 1 Service Desk, technical teams, business teams, and dealership users to resolve escalated issues and ensure high-quality service for dealers.
  • Independently manage and track assigned support tickets daily, ensuring quick resolution or appropriate escalation of dealer issues.
  • Address additional support needs as outlined by the Business Operations Management team, including special projects and ongoing trend analysis.
  • Maintain up-to-date knowledge of products and services, and provide education to dealers and stakeholders when needed.
  • Support teammates in identifying and implementing opportunities for continuous improvement within Business Operations.
  • Participate in the Business Operations On-Call Support rotation, including occasional evening and weekend shifts.
  • Revise certification programs for products as enhancements and changes are introduced.
  • Ensure compliance with safety, security, and privacy standards across all responsibilities.
  • Follow all audit and security policies and procedures.
Requirements
  • Basic understanding of workflow management and the ability to identify improvement needs and opportunities.
  • Strong analytical and problem-solving abilities.
  • Experience in customer service and support within a software or technology organization, preferably in a B2B eCommerce setting, is beneficial but not required.
  • Familiarity with service desk and call center technologies is advantageous.
  • Ability to work effectively in a collaborative team environment, think critically, and adapt to change.
  • Excellent verbal and written communication skills.
  • Strong multitasking and time management skills.
  • Bachelor's degree in business or a technical field, or equivalent work experience.
  • 2-3 years of relevant experience.
  • Prior experience in technology customer service or a related field is advantageous.
  • Experience in automotive finance or related consumer finance is a plus.