Senior Operational Support Specialist

Sun Agency-posted 3 months ago
Full-time • Entry Level
Southfield, MI
Miscellaneous Manufacturing
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The Senior Concierge Specialist provides an in-depth knowledge of operational business processes and software applications used to support them, technical knowledge, operational troubleshooting, and support for internal team members related to key software applications. They partner with internal teams in varying capacities to ensure Sun team members can effectively locate the resources they need to perform their job duties. Additionally, they play a significant role in building a positive, well organized, and productive work environment.

  • Provides outstanding customer service while triaging, troubleshooting and resolving issues related to supported applications.
  • Manages large amounts of inbound and outbound communications in a timely and effective manner.
  • Serves as subject matter expert for locating key resources to assist team members in performing their job duties, including extensive use of Sun's online knowledge base and service catalog.
  • Delivers information and shares resources with team members requiring assistance in a manner which empowers them to seek resources independently.
  • Utilizes exceptional customer service skills while exhibiting patience to exceed internal team members' expectations.
  • Provides troubleshooting and problem solving assistance to resolve issues promptly.
  • Performs routine tasks such as resetting passwords, responding to support tickets, providing remote screen sharing assistance, etc.
  • Gathers information, obtains feedback, and acquires written documentation during troubleshooting activities and resolution.
  • Maintains strong working knowledge of key people resources to assist team members in performing more complex job duties.
  • Maintains working knowledge of Sun's key systems, processes, and people to assist with supporting team member inquiries.
  • Documents gaps in availability of documented processes and policies.
  • Identifies and executes the appropriate actions to resolve tickets, including establishing and documenting workarounds where applicable.
  • Maintains support service catalogs for all existing and newly-supported applications.
  • High School Diploma or GED (Required)
  • Bachelor's Degree in Information Technology or Computer Science (Preferred)
  • 4 years in experience in a customer service role (Required)
  • 2 years in experience resolving issues for remote users (Required)
  • 6 months in previous help desk experience (Preferred)
  • 6 months in previous experience using online CRM, property management, financial, and online database software (Preferred)
  • Ability to be highly customer focused and adapt to different personality types/communication styles.
  • Ability to identify internal team members’ needs, clarify information and requests, and provide recommended solutions.
  • Strong communication, multitasking, and time management skills.
  • Ability to work independently as well as part of a team.
  • Demonstrated ability to use technology and online systems effectively, including advanced ability to perform online searches.
  • Proficient in Windows computer operating environments with strong knowledge of Microsoft Office suite.
  • Ability to work a flexible schedule, including evenings and weekends, with ability to work occasional overtime as needed.
  • Reading comprehension and basic math skills.
  • Ability to follow directions and verbally give directions via phone or internet chat.
  • Ability to apply creative thinking and problem-solving skills to resolving enterprise application issues.
  • Comprehensive Medical and Prescription coverage with 4 plan options.
  • Comprehensive Dental and Vision Plans.
  • On-Site Fitness Center.
  • Voluntary Health and Dependent Care Reimbursement Accounts.
  • Life, Accidental Death & Dismemberment Insurance and Dependent Life.
  • Short and Long-Term Disability Coverage.
  • 401(k) Plan with Sun matching contribution.
  • Employee Assistance Program.
  • Identity Theft Insurance.
  • Legal Assistance Plan.
  • Pet Insurance.
  • Tuition Reimbursement program providing financial support to team members who further their formal education.
  • Vacation RV Site Discounts for team members when visiting SunRV Resorts across the nation.
  • Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more.
  • Up to six weeks of paid parental leave for the birth of a child, adoption, or placement of a child.
  • Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty.
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