Global Support Operations Specialist

Job Mission

The Global Support Operations Specialist ensures that the core technologies used by the global Support organization function smoothly and are adopted effectively by support teams. This role is responsible for administering, configuring, and maintaining systems such as the call/IVR platform, ticketing system, remote access tools, and reporting solutions. As a hands-on operator, the Specialist serves as the first line of expertise for system-related issues, vendor escalations, and user enablement, helping drive consistent, reliable, and efficient support operations across all regions.

Key Responsibilities

System Administration & Support

• Administer and support the call/IVR system, ticketing system, remote access tools, and support reporting platforms.
• Configure call queues, routing, recordings, and other IVR features to meet operational needs.
• Manage ticketing workflows and user access in alignment with global support policies.
• Provide technical assistance to support agents and managers on tool usage, ensuring adoption and effective utilization.

Vendor Management

• Act as the primary point of contact with vendors for break/fix incidents, upgrades, and platform improvements.
• Track and follow up on vendor cases to ensure timely resolution and minimal service disruption.

Reporting & Analytics

• Generate recurring and ad-hoc reports using support reporting tools for use by Support Management.
• Ensure reporting outputs are accurate, timely, and aligned with SLA and operational requirements.

Process & Documentation Support

• Support the implementation of new support technologies and tools, including testing, rollout, and training of users.
• Maintain and update system documentation, including procedures, configurations, and user guides.
• Assist in auditing and monitoring processes to ensure compliance with global standards.

Collaboration & Coordination

• Partner with IT for application upgrades, integrations, and technical troubleshooting related to support platforms.
• Collaborate with the Global Manager of Support Operations on improvement initiatives and system enhancements.
• Work flexibly with colleagues across time zones, occasionally participating in early morning or evening calls.