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About the Role
We are seeking a highly skilled and motivated Technical Operations Associate to join our SportzCast team. As a key member of our helpdesk operation, you will provide technical assistance and support for various sports teams, leagues, and federations.
Your primary responsibilities will include assisting with site surveys and installations, providing technical support for incoming queries and issues, ensuring all issues are logged and tracked, and performing post-resolution follow-ups. Additionally, you will assist in developing checklists, installation guides, and other processes to aid customers and the helpdesk operation.
Key Responsibilities:
- Assist remotely with site surveys and installations, including hardware/software operational setup.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Ensure all issues are logged, tracked, and resolved using the applicable help desk application.
- Document the help desk request problem-solving process, including successful and unsuccessful decisions made, and actions taken.
- Use diagnostic utilities in troubleshooting and test fixes to ensure permanent resolution.
- Perform post-resolution follow-ups as needed.
- Help develop checklists, installation guides, and other processes to assist customers and the helpdesk operation.
- Escalate issues as appropriate and work with the development team to address issues.
- Assist with process or product improvements by evaluating and recommending changes.
- Adhere to help desk metrics to ensure SLAs are met.
- Perform occasional shipping and receiving of products to customers.
