Service Operations Specialist (m/w/d)
Core
Ensures reliable, efficient, and customer-oriented service and support processes function daily, acting as a central interface between customer service, technical support, and external partners.
Role type
Service Operations Specialist
Builds
Service and support processes, incident resolution workflows, and customer experience improvements
Domain
Technology hardware support and service operations
Deliverable
dashboards & analysis
Required skills
Process management, case management, root cause analysis, documentation, monitoring, reporting & analytics, quality assurance, stakeholder coordination
Preferred skills
Ticketing systems, Office applications, process improvement tools
Responsibilities
Oversee and steer daily service operations; coordinate and resolve customer inquiries, incidents, and escalations; analyze processes to identify optimization opportunities; create and maintain process documentation and knowledge bases; monitor systems and tickets to detect issues early; conduct root cause analysis for recurring problems; generate reports and performance analyses; support the introduction of new tools and processes; improve customer experience through automation projects; ensure data quality and accurate ticket documentation; collaborate with international teams and departments.
