Operations Specialist

Operations Specialist

We are looking for an Operations Specialist to support learners and program users by delivering responsive assistance across technical, administrative, and service-related needs. This is ideal for someone who enjoys helping people, managing details, and working in a fast-paced support environment. In this role, you will serve as an early point of contact for inquiries, help resolve platform-related concerns, and ensure requests are handled accurately and effectively.

Responsibilities:

• Assist students and platform users by troubleshooting access issues, answering service questions, and guiding them toward appropriate resources.
• Manage incoming requests through phone, email, and case management systems while ensuring timely follow-up and clear documentation.
• Review and complete administrative tasks tied to platform operations, including exception handling and support-related processing.
• Evaluate inquiries to determine next steps, escalating more complex benefit, education, or technical matters to the appropriate teams when needed.
• Maintain accurate records of interactions, updates, and resolutions within CRM and support tools such as Salesforce.
• Deliver attentive customer service in high-volume situations while balancing multiple priorities and maintaining attention to detail.
• Support operational consistency by following established procedures, meeting compliance expectations, and adapting to updated workflows as business needs change.