Operations Support Specialist

Shell Mobility and Convenience USA•Houston, TX

1d•Onsite

About The Position

The Operations Support Specialist is responsible for providing frontline support to store operations by monitoring, troubleshooting, and coordinating the resolution of equipment, technology, fuel, and facility-related issues. As a key member of the Call Center/Real-Time Operating Center (RTOC), this role serves as the central point of communication between store personnel, maintenance teams, field technicians, vendors, and leadership to ensure problems are resolved quickly and efficiently. The ideal candidate is a proactive problem solver who thrives in a fast-paced environment, communicates effectively, and takes ownership of issues from initial intake through final resolution. This position plays a vital role in reducing downtime, supporting business continuity, and helping deliver a safe, reliable, and positive customer experience across a multi-site retail operation.

Requirements

High School Diploma or GED equivalent
Strong communication and customer service skills
Ability to multitask and prioritize in a fast-paced environment
Strong attention to detail and organizational skills
Ability to work independently while collaborating effectively with a team
A strong troubleshooting mindset and problem-solving ability
Excellent verbal and written communication skills
Confidence gathering information, identifying issues, and determining next steps
Proficiency with Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, Teams, and Power BI
Strong follow-through and accountability
Initiative, adaptability, and a willingness to learn new systems and processes
The ability to remain calm, focused, and professional during urgent situations or high call volumes

Nice To Haves

Experience in a call center, helpdesk, dispatch, maintenance coordination, retail operations, or petroleum/convenience store environment
Experience supporting field technicians, vendors, or facility operations
Familiarity with Verifone and Gilbarco Veeder-Root systems
Experience working with work order management or remote monitoring platforms

Responsibilities

Serve as a daily support partner for store personnel by answering calls, monitoring requests, reviewing emails, and helping resolve equipment, technology, and facility issues.
Use remote monitoring and troubleshooting platforms such as Insite360, NetOps, Titan Cloud, NinjaOne, and related tools to identify issues, validate alarms, restore connectivity, and support asset uptime.
Manage an assigned site list with a focus on reducing downtime, following up on open issues, and ensuring work orders move efficiently from intake to completion.
Work closely with RTOC teammates, maintenance leadership, field technicians, contractors, vendors, and store teams to diagnose issues and determine the best path to resolution.
Attempt remote resolution where possible by walking store personnel through troubleshooting steps, reviewing system status, and using available tools before dispatching field support.
Dispatch TPG technicians or approved contractors when remote resolution is not possible, ensuring the work request includes clear notes, priority, site details, and issue history.
Provide backup dispatch coverage when needed by answering calls, creating and assigning work orders, monitoring urgent requests, and escalating critical issues.
Support the continued development of the RTOC by helping improve processes, documentation, escalation paths, and day-to-day operating routines.
Assist with special projects assigned to the Maintenance Department, including technology rollouts, asset monitoring improvements, data cleanup, vendor coordination, and operational support initiatives.
Bring curiosity, urgency, and ownership to a fast-paced environment where each day presents new opportunities to support our stores and protect the customer experience.