Route issue reports and change requests through help-desk systems.
Ensure email requests are entered into the help-desk system and routed properly.
Communicate with customers to gather details to fully define issues.
KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide. They secure employees and AI agents, pioneering a new era of security with AI-powered and market-leading solutions.
Assist with driving down the data points where gaps exist in our Service Management processes.
Analyze trends to identify bottlenecks, service degradation, and opportunities for automation or self-service.
Design, build, and maintain complex ServiceNow dashboards and reports to support IT leadership and process owners.
RTX is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. Its 195,000 employees operate at the edge of known science as they imagine and deliver solutions.
Recruit, hire, and train high-performing technical support teams across global locations.
Oversee support delivery for one or more product suites, ensuring contractual coverage.
Foster a culture of inclusion, growth, and accountability within the team.
Granicus provides technology that transforms the Govtech industry by connecting governments and constituents. They have served 5,500 federal, state, and local government agencies and over 300 million citizen subscribers, empowering stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada.
Provide advanced analytical, reporting, and problem‑resolution support across various departments.
Partner with operational, technical, clinical, and compliance teams to analyze trends and optimize processes.
Leverage technical acumen, including FACETS and reporting tools, to drive improvements and ensure compliance.
Capital Blue Cross is committed to providing exceptional service to their team and the community. They foster a flexible work environment where health and well-being are prioritized, valuing professional and personal growth through investment in training and continuing education.
Lead Level 1-3 Service Desk analysts and engineers, aligning performance with team and career goals
Manage daily support operations, escalations, and SLAs for external client support
Improve service management, processes, automation, and first‑call resolution
Experian is a global data and technology company, powering opportunities for people and businesses around the world. A FTSE 100 Index company listed on the London Stock Exchange, they have a team of 23,300 people across 32 countries and a people-first culture.
Act as the primary gatekeeper and incident manager for all open escalations during US hours.
Proactively coordinate with internal teams to unblock stalled escalations.
Partner with the Support Operations Manager to translate monthly governance reports into actionable tasks for our accounts.
Aera Technology is a Decision Intelligence company that delivers innovation and services that enable enterprises to operate sustainably, intelligently, and efficiently. Established in 2017 and headquartered in Mountain View, California, they're a series D start-up.
Architect the Workflow: Immediately take the lead on establishing our project management ecosystem in Jira.
Drive Team Accountability: Act as the "Orchestrator" for the team.
Optimize and Automate: Run our daily operations with an eye for improvement.
TrueAccord, a wholly owned subsidiary of TrueML, is a category-defining company that combines machine learning with a human-based approach to transform debt resolution and help people towards financial health. They are a dynamic group of subject matter experts with a passion for change.
Manage technical inquiries and troubleshoot complex issues.
Work closely with clients and developers to provide industry-leading client communications.
Analyze and interpret data to identify trends and patterns.
Entersekt is a leader in digital banking fraud prevention and payment security, including mobile authentication, mobile app security, and 3-D Secure authentication. They enable secure digital transactions for leading financial institutions globally and protect the digital transactions of over 210 million active users.
Lead and resolve technically deep Level 2 support cases from initial triage to full root cause analysis and final fix.
Diagnose issues across distributed, cloud-native systems, with emphasis on application and API behaviour.
Perform code-level debugging (Python, Go, or Java) to pinpoint application defects or misconfigurations.
Mambu is a leading SaaS cloud banking platform. They are on a mission to make banking better for a billion people and shape the future of financial services.
Own and continuously improve the CX quality framework.
Analyze customer feedback and support tickets to identify issues.
Monitor and report on key CX metrics to prioritize improvements.
Eneba is building an open, safe and sustainable marketplace for gamers. Their marketplace supports close to 20m+ active users and provides trust and safety.
Execute expert-level real-time monitoring and incident dispositioning for critical client applications.
Correlate complex data across metrics, traces, and logs to perform deep-dive root cause analysis.
Lead the triage of complex alerting environments to filter noise and ensure that high-priority incidents are managed.
Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. They enable organizations to accelerate innovation, enhance security, and optimize operational agility as a Microsoft Partner.
Lead day-to-day Customer Support operations across internal teams and BPO partners in a 24/7 environment.
Monitor and manage operational performance across key service metrics.
Identify operational risks early by monitoring volume trends, service signals, and operational capacity.
Vio is a travel tech platform that helps millions of users make smarter travel decisions by comparing stays across 100+ booking sites. They aim to reshape how people discover and book accommodation through technology travelers can trust. They have operations in 100+ markets and are growing fast.
Manage and respond promptly to support tickets, ensuring transparent, human-centric, and efficient service.
Identify bugs, diagnose platform behavior, and escalate complex cases to our QA and Software Engineering teams, following up until resolution.
Identify patterns in user difficulties and suggest product enhancements based on daily feedback.
Wxrks' technology solves the complexity of managing translations at scale. With their context-first translation platform, localization managers, translation agencies, translators, and devs alike can translate, contextualize, and scale global experiences that get results, all backed by enterprise-grade hosting and security.
Lead the Customer Assurance team, including specialized representatives in Quality Assurance, Reputation Management, Facility Monitoring & Security, and new experimental functions.
Oversee and enhance review generation and reputation management initiatives, ensuring strong outbound engagement and positive brand perception.
Monitor and refine Quality Assurance programs, providing coaching and insights to elevate performance across Customer Success and Resolution teams.
SecureSpace Management is seeking a talented, hungry, and eager Customer Assurance Manager that enjoys a fast pace and diverse workload in a dynamic environment. The company is committed to providing equal employment opportunities to all employees and applicants.
Responsible for monitoring, analyzing, and developing operations metrics.
Works cross-functionally with applicable teams to uncover root causes to operational issues; creates and implements improvement action plans.
Serves as a subject matter expert on operational data and analytics.
The California Independent System Operator (ISO) manages the flow of electricity across the high-voltage, long-distance power lines that make up 80 percent of California's power grid. They safeguard the economy and well-being of 30 million Californians by operating the grid reliably 24/7. The California ISO is committed to the health, safety, and work/life integration of its employees and is proud to offer flexible work arrangements.
Own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership.
Act as a business owner and power user of Freshdesk and related tools; define requirements, monitor adoption, and partner with the Systems/IT team for configuration and implementation.
Design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience.
Restaurant365 is a SaaS company disrupting the restaurant industry with a cloud-based platform providing a unique, centralized solution for accounting and back-office operations. Their culture focuses on empowering team members to produce top-notch results while elevating their skills.
Serve as the primary queue manager for the Business Operations Freshservice service desk, triaging incoming requests, assigning tickets to appropriate team members, tracking status, and ensuring SLA compliance.
Provide Tier 1 support for common, well-defined business systems requests; resolve straightforward issues independently and escalate complex or unfamiliar issues with clear documentation and context.
Support other firmwide service groups that utilize ticketing platforms by assisting with queue setup, workflow configuration, and consistent queue management practices.
Dudek began in 1980 serving Southern California’s water and wastewater agencies. Today, they are a 100% employee-owned firm supporting clients nationwide, recognized by leading industry organizations and honored with national Top Workplace Awards.
Provide oversight and continuous improvement of service management and operational processes across Managed Services.
Provide operational oversight of service management platforms supporting Managed Services to ensure effective utilization, reliability, and alignment with delivery processes.
Identify inefficiencies, bottlenecks, and handoff challenges impacting delivery velocity and customer outcomes.
Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to its clients. They employ more than 1,200 people all over the United States, and its culture embodies the spirit of a startup with the advantage of a scalable business where employees can grow their career.
Supports the Service Catalog within Business Relationship Management.
Assists in maintaining and enhancing a central repository of IT services.
Ensures customers have an intuitive way to browse, request, and self-install items.
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe.
Provide technical expertise in the support of the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract within Major Incident Management (MIM).
IT Concepts dba Kentro drives innovation, fosters professional growth, and positively impacts communities. They are a close community of experts that pride themselves on creating an environment defined by teamwork, dedication, and excellence.