We are looking for a dedicated and detail-oriented Customer Operations Specialist to join our Customer Operations team. Reporting directly to the Customer Operations Manager, you will play a key role in ensuring the smooth and efficient delivery of services to our customers.
What you’ll be doing
Support & Ticket Handling
- Act as the first point of contact for all internal queries related to customer operations tools submitted via Freshdesk relating to customer operations processes
- Triage, categorise, and prioritise incoming tickets, ensuring accurate categorising of queries
- Respond to and resolve tickets within agreed SLA timeframes, maintaining a high standard of communication
- Troubleshoot and resolve queries independently using available documentation, internal knowledge, and system understanding
- Escalate complex, technical, or high-impact issues to the Customer Operations Manager, providing clear context, investigation notes, and recommended next steps
Enablement & Training
- Support onboarding of new internal users, including assisting with group training sessions and running 1:1 training sessions
- Create and update Knowledge Hub articles, FAQs, and troubleshooting guides based on common queries and recurring issues
- Assist in developing training materials such as step-by-step guides, process documentation, and quick-reference resources
Systems Knowledge
- Identify inefficiencies in workflows or recurring support issues and suggest improvements to processes, documentation, or system usage
- Support data accuracy and consistency with all systems by following best practices and highlighting discrepancies
- Collaborate with the Customer Operations Manager to improve support processes, training approaches, and overall user experience
Required
- 2+ years of experience administering a Customer Success platform, e.g. Planhat, Vitally, Churn Zero, Gainsight. Or Salesforce or Hubspot.
- Ability to translate business requirements into technical configurations.
- Experience with data management, integration, and maintaining data integrity.
Preferred
- Experience administering Planhat.
- Background in customer success, support, or operations roles
- Experience using Freshdesk or another helpdesk/ticketing tool
- Exposure to writing articles, FAQs or internal process documentation
GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
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