Service Operations Admin at Atlas Technica

Title: Admin, Service Operations
Reports to: Team Lead, Service Operations
Type: International Contractor, Remote
Location: PH/Remote

Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients who are hedge funds and other investment firms. Founded in 2016, we have grown 100% year over year since inception through our uncompromising focus on service.

We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now!

We are seeking a detail-oriented and analytical Service Operations Admin to join our team, reporting to the Team Lead, Service Operations. This role is crucial in executing key processes that drive customer satisfaction, operational efficiency, and financial accuracy in our service delivery.

Responsibilities:

Service Proposal Generation and Repository:

• Manage the creation, accuracy and delivery of service quotes

• Ensure quotes align with company pricing strategies and client needs

• Track and analyze quote performance

Key Performance Indicator process (KPI) monitor and control:

• Collaborate with service teams to drive accountability by reporting and enforcing Key Performance Indicator metrics

• Ensure service tickets meet or exceed existing quality standards

• Partner with Service leadership to improve service ticketing quality.

Customer Satisfaction (CSAT) process execution and control:

• Manage and analyze Customer Satisfaction (CSAT) surveys responses

• Identify trends and areas for improvement in customer satisfaction

• Collaborate with service teams to implement strategies for enhancing CSAT scores

Net Promoter Score (NPS) management:

• Oversee the execution of Net Promoter Score (NPS) program

• Analyze NPS data to gain insights into customer loyalty

• Collaborate with Service leadership to develop action plans to address feedback and improve NPS

Quarterly Business Reviews (QBR) management and enhancement:

• Coordinate and prepare materials for Quarterly Business Reviews (QBRs)

• Analyze service performance data for presentation in QBRs

• Assist in identifying key discussion points and action items from QBRs

End of Month Process:

• Support the financial reconciliation of service operations

• Assist in preparing monthly performance reports and following up with Service members

• Ensure all service-related transactions are accurately recorded

Service Administrative Support:

• Provide administrative support to the Service team creating ad-hoc or updating existing reports, dashboards, scheduling meetings

• Maintain and update service documentation and knowledge bases

• Assist in streamlining administrative processes for improved efficiency

• Drive operational excellence by driving accountability and ownership

Qualifications:

• Bachelor’s degree in business administration, Operations Management, or related field experience

• 1+ years of experience in service operations or similar analytical role

• Strong analytical and problem-solving skills

• Proficiency in data analysis and reporting tools

• Excellent communication and interpersonal skills

• Experience with CRM systems and service management tools

• ITIL certification is a plus