What are the responsibilities and job description for the Customer and Operations Technology Specialist position at CCS Facility Services?
Position Overview
The Customer & Operations Technology Specialist is a frontline member of the 24/7 Customer & Operations Technology Support Center, providing technological support for operational services teams and external customers. Specialists handle incoming calls, manage work orders, dispatch emergency response teams, support day and overnight operations, and assist with urgent customer and employee needs. They troubleshoot and resolve common technology, account, and connectivity issues to support day‑to‑day operations.
Key Responsibilities
24/7 Customer & Employee Technology Support
Respond promptly and professionally to incoming calls and digital communications.
Support customer, employee, and field teams with urgent technology‑related requests, including after‑hours and overnight support.
Assist overnight and field teams as needed, including conducting welfare checks in alignment with operational protocols.
Document incidents, actions taken, and resolutions accurately to ensure continuity of support.
Work Order Management & System Quality
Create, manage, and update work orders in real time using company systems.
Ensure work orders are correctly assigned, accepted, and progressed by operational teams.
Monitor work order status to support service‑level expectations.
Verify completion details, including notes and proof‑of‑completion photos, to ensure data accuracy and operational quality.
Dispatch & Emergency Coordination
Dispatch janitorial and facilities response teams for urgent cleaning, safety, or facility incidents using established systems and protocols.
Escalate critical technology, facility, or safety issues to site leadership and operations management.
Maintain clear, ongoing communication with field teams and leadership during active incidents until resolution.
Technology, Monitoring & Reporting
Troubleshoot common technology issues, including user access, passwords, applications, mobile devices, and connectivity.
Assist frontline operations teams with work orders, timekeeping, and mobile technology issues.
Escalate unresolved or complex issues to Level II Support or management as appropriate.
Identify and report recurring issues or system trends.
Maintain accurate call logs, incident records, and provide clear shift hand‑off summaries to support operational continuity.
Required Qualifications
3 years of experience in a service support or dispatch, help desk, or operations support environment.
Experience supporting field, overnight, or customer‑facing teams in a fast‑paced, service‑driven organization.
Strong customer service and communication skills, with the ability to handle urgent situations professionally.
Basic experience with technology support, including user access, applications, mobile devices, and connectivity.
Comfort working within ticketing or work order systems and accurately documenting actions and resolutions.
Ability to work overnight, weekend, or rotational 24/7 shifts as required.
Bilingual in English and Spanish, with the ability to communicate effectively with customers and employees in both languages.
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