Operations Support Specialist, Restaurants

We are looking to bring in an Operations Support Specialist to serve as the first point of contact for IT issues, playing a critical role in ensuring seamless technology operations. This role offers broad exposure to IT, accelerating learning and paving the way for specialization in areas like cybersecurity or network administration. It also hones critical problem-solving and communication skills while making a direct impact on employee productivity and satisfaction.

In this role, you will: 

• Continuously monitor internal and external systems, troubleshoot issues, and escalate as needed to prevent operational disruptions.
• Create, maintain and manage user accounts, including:
  o Email, Google Workspace and internal system account creations
  o Password resets
  o Account deletions
• Assist internal and external business customers via phone, email, or trouble tickets to resolve or escalate system-related issues.
• Provide first-line technical support for home-based call center specialists.
• Serve as the initial point of contact for customer-impacting issues, ensuring prompt responses to incidents, outages, and performance alerts. Categorize and escalate issues to the appropriate technical teams.
• Conduct initial issue triage and keep internal and external users informed about ticket status, ensuring resolution is verified. 
• Answer calls from clients and provide immediate resolution or escalate to the
  appropriate internal team. Assistance may be required with:
  o Restaurant Call Routing
  o Ordering platform outages
  o Individual ordering issues 
• Maintain continuous communication and provide regular updates throughout the incident management process. 
• Utilize a CRM system to accurately track and follow up on open cases.
• Assign appropriate severity and priority levels to reported incidents.
• Document all actions in accordance with company policies and procedures.

We would love to hear from you if:

• You have strong problem-solving skills to identify and resolve technical issues.
• You have excellent communication and interpersonal skills to interact effectively with customers and colleagues.
• You have a positive and professional attitude, even under pressure.
• You have the ability to adapt quickly to new technologies and learn new skills as needed.
• You have strong time management skills and can prioritize tasks effectively to meet deadlines.
• You have a collaborative mindset and work well with team members to provide seamless customer support.
• You have a commitment to continuous learning and seek opportunities for professional development and growth.

We’d be especially excited if you have a proven track record of taking ownership of your responsibilities and delivering results. You excel in a collaborative environment, working effectively with colleagues to achieve shared goals, and have experience in a fast-paced setting where teamwork is essential.

This role is available in Bengaluru and will be hired into Amelia Global Services, a subsidiary of SoundHound AI. Our recruiting team will provide a total compensation range based on location and years of experience.

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