Service Operations Technician – Tier 1

Overview

The Service Operations Technician position acts as the first responder to internal and external client inquiries about products and services and provides technical assistance to computer system users while handling and resolving issues, facilitating issue resolution and tracking, and keeping the client informed of progress. The position is fast paced and requires regular management of changing priorities.

• Timely communication to all client inquiries.
• Initial research and prioritization of new requests.
• Keeps users informed about the status of their incident/inquiry.
• 24/7/365 support – answering phone, opening tickets, monitoring systems.
• Provide excellent customer service.
• Immediate response and resolution to documented processes and procedures.

• Communicate with internal and external clients, providing information about products and services, answering inquiries and investigating any issues regarding hardware or software, providing initial troubleshooting and guidance, and documenting all interactions.
• Follow‑up to ensure appropriate actions were taken to resolve clients’ problems in a timely fashion.
• Provide excellent customer service 24x7x365 through proactive communication and monitoring of the production environment.
• Respond immediately and accurately to system alerts, triage to determine a severity level, and escalating any potential issues. Assist in production issues by researching issues, notifying impacted clients, and escalating as appropriate.
• Contact appropriate vendors for root‑cause analysis.
• Recognize and follow documented procedures, utilize and maintain documentation, and identify documentation gaps that need to be addressed.
• Research common errors and assist in developing solutions with an eye toward continuous improvement and automation.
• Maintain internal and external client contact lists.
• Perform code release functions, gaining a deeper understanding of platform functionality and the software development lifecycle.
• Pursue and accumulate Zoot system knowledge and industry standard technology.
• Know and comply with Zoot’s policies and procedures, code of business conduct, and employee agreement.
• Achieve a service‑focused culture with emphasis on delivering on‑time, high‑quality products and services.
• Other duties as assigned.

• Analytical Skills – uses logical reasoning to break down and work through situations or problems.
• Communication (Oral/Verbal) – conveys thoughts and expresses ideas effectively in individual or group situations.
• Communication (Written) – communicates clearly and effectively in writing.
• Compassion and Empathy – genuinely cares about people and demonstrates understanding of their situations.
• Composure – maintains a rational, objective demeanor under stress and handles pressure effectively.
• Dealing with Ambiguity – copes with change, acts without all answers, and balances risk.
• Process Oriented – determines and uses processes to make workflow efficient and improve existing processes.
• Technical Learning – learns new knowledge and skills quickly and applies them to the job.

• Accountability – holds self and others accountable for high quality results.
• Action Oriented, Initiative – works hard, self‑motivated, and acts with responsibility.
• Communication (General) – effective communication appropriate to the role.
• Critical Thinking – uses logical, strategic, analytical reasoning to identify solutions.
• Customer Focused, Service Oriented – actively works to meet the expectations of customers.
• Development Focused – learns from mistakes and admits shortcomings.
• Driving for Results, Solutions Focused – motivated by success and passionate about achieving results.
• Integrity and Trust – widely trusted, truthful, maintains confidentiality.
• Listening – practices attentive active listening and validates understanding.
• Mentoring – shares knowledge and insight to help others accomplish tasks.
• Organization and Time Management – manages multiple projects and adapts to changing priorities.
• Problem Solving – examines all angles and sources before developing solutions.
• Professionalism…