Operational Analyst
Remote
We are hiring for this position with Core Shift Hours: 6AM-3PM Pacific Time. At times emergencies may come up before or after hours so you may be required to check things after your shift. This is not a “9-5” role.
As an Operational Analyst at CyberNet Communications, you will be the primary resource responsible for organizing field dispatches, engineer remote sessions, coordinating access with customers and property management, obtaining certificates of insurance (when necessary), reviewing field technician hours and expenses
You will be the primary resource responsible for managing the scheduling and dispatching of our technical support team, ensuring timely and effective service delivery to our customers. This role involves coordinating both remote and in-person help desk services, maintaining communication with customers and technicians, finding new field technicians in territories with no existing coverage and ensuring a high level of customer satisfaction.
Job Description
Scheduling and Dispatching: Coordinate and manage the scheduling and dispatching of technical support staff for both remote and in-person service requests. This covers all items that need a technical resource ranging from new orders to trouble and repair tickets to maintenance requests.
Coordinating access to building facilities with property management and when necessary procuring Certificates of Insurance 2-3 business days in advance of the dispatch.
Communication: Serve as the primary point of contact between customers and technical support staff, relaying work orders, messages, and information.
Customer Service: Address customer inquiries and concerns promptly, ensuring a positive customer experience.
Tracking and Monitoring: Monitor the status of service requests and track the location, availability and utilization of field technical support staff.
Cost Control: Reviewing and approving submitted hours and expense for field technicians.
Administrative Tasks: Maintain accurate records of service requests, work performed, and customer interactions. Making sure all work is properly documented in Odoo and technicians are logging all of their time in Odoo.
Problem-Solving: Quickly identify and resolve any issues or delays in customer visits, coordinating with other departments as necessary.
Reporting: Generate regular reports on service performance, technician utilization, and customer satisfaction.
SLA Adherence: Ability to adhere to internal and external Service Level Agreements (SLAs) which are traditional telecommunication KPIs
Skills
Advanced written and oral English skills - mandatory
Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Proficiency in using dispatch software and other relevant IT tools.
Ability to work calmly under pressure and handle stressful situations effectively.
Strong problem-solving skills and attention to detail.
Qualifications
Education: High school diploma or equivalent; additional education or certifications in logistics, customer service, or IT support is a plus.
Experience: Previous experience in dispatch coordination, customer service, or technical support roles.
Preferred Qualifications:
- Experience in the telecommunications or IT services industry.
- Familiarity with remote support tools and help desk software. Knowledge of Odoo is a plus.
What We Offer:
Team Excellence
Work alongside & learn from best-in-class talent!
Career Growth
Opportunities for career advancement and skill development.
Fixed Hours
Work during Pacific time zone 6 AM - 3 PM PST, Monday to Friday
Stability
Permanent Contract