Service Operations Specialist

Overview

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.  Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.  We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. 

Responsibilities

Working under direction of the Manager, Sales Operations, the Service Operations Specialist supports the overall Solutions & Services operations with responsibilities that span administrative functions, including process updates and improvements, data entry, reporting, customer service, and billing functions. The Service Ops Specialist assists in updating and developing processes and procedures (SOP’s). Handles SOW template management to support the Solutions and Services business unit, external customers and field sales organizations. The Specialist blends together operational and problem-solving skills to work cross-functionally to resolve inquires/issues while aiming to maximize operational efficiency.

·         Oversees day-to-day operational activities, coordinating service requests, and maintaining service levels to ensure timely efficiency.

·         Handles Accounts Payable vouchers, verifying invoices, and ensuring accurate payment processing.

·         Records financial transactions including costing journal entries related to managed services contracts, analyzes costs, and maintains accurate financial records.

·         Develops and implements standard operating procedures (SOPs) to streamline service processes and improve efficiency.

·         Coordinates with cross-functional teams (e.g., IT, Sales, Customer Support) to ensure seamless operations and address service-related issues promptly.

·         Stays updated on industry best practices and emerging trends in service operations.

·         Fosters a culture of continuous improvement within the service teams

·         Serves as a point of escalation for complex service issues and customer complaints.

·         Works closely with the customer support team to ensure a high level of customer satisfaction.

·         Develops and maintains strong relationships with key stakeholders.

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Max

Qualifications

• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.
• Working knowledge of process improvement requirements gathering and updating operational procedures to increase efficiencies
• Articulate with ability to express oneself clearly and professionally in written and oral communication
• Adaptable with ability to switch tasks based on shifting priorities
• Detail oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy
• Good listening skills with ability to receive information completely and understand what is being said
• Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines
• Interpersonal skills with ability to work well with all levels of the organizationBecause of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".