Service Operations Technician – Tier 1

Service Operations Technician - Tier 1

Location: Bozeman, MT, 59718

Job Description:

The Service Operations Technician position acts as the first responder to internal and external client inquiries about products and services and provides technical assistance to computer system users while handling and resolving issues, also facilitating issue resolution and tracking, while keeping the client informed of progress. The Service Operations Technician position is fast paced and requires regular management of changing priorities.

Tier 1 provides the first line of defense for support questions and issues including:

• Timely communication with all client inquiries.
• Initial research and prioritization of new requests.
• Keeps users informed about the status of their incident/inquiry.
• 24x7x365 Support – answering phone, opening tickets, monitoring systems.
• Provide excellent customer service.
• Immediate response and resolution to documented processes and procedures.
  
  
  

The Service Operations team is part of the Production Operations group and is responsible for the 24x7x365 monitoring and response to alerts of Zoot’s systems and processing environments. The Service Operations team ensures a customer-service focus on timely acknowledgment of requests, detection of issues, restoration of service, and issue resolution.

The Production Operations group is responsible for managing the configuration and day-to-day running of the software infrastructure, monitoring live applications, identifying and resolving issues that arise in the production environment, providing technical support to end-users, and ensuring the smooth operation of the software product by quickly addressing incidents and minimizing downtime. The Product Operations group is the first point of contact for any problems users experience once deployed to production. This group performs tasks like configuration, deployment, monitoring, maintenance, incident response, system performance optimization, and user support.

For over 30 years, Zoot Enterprises has been a global provider of advanced origination, acquisition, and decision management solutions. Our customer-centric tools and services enable Zoot's clients to add value and differentiation, while providing nimble, scalable solutions for specific business objectives. Zoot provides a cloud based, secure processing environment. We offer tailored data driven decisioning technology solutions that empower our clients to streamline processes, increase flexibility and efficiency, accelerate growth, while accessing hundreds of cutting-edge data sources to help reduce risk.

Key Responsibilities

• Communicate with internal and external clients, provide information about products and services, answer inquiries and investigate any issues regarding hardware or software, provide initial troubleshooting and guidance, while completely and accurately documenting all interactions.
• Follow up to ensure that appropriate actions are taken to resolve clients' problems in a timely fashion and follow up with the clients directly regarding the status or resolution of their issues.
• Provide excellent customer service 24x7x365 through proactive communication, driving resolution of outstanding issues, and monitoring of the production environment.
• Respond immediately and accurately to system alerts, triaging to determine a severity level, and escalating any potential issues. Assist in production issues by researching issues, notifying impacted clients, and escalating as appropriate.
• Contact appropriate vendors for Root Cause Analysis (RCA).
• Ability and discipline to recognize and follow documented procedures to address an issue. Utilize and maintain documentation and identify documentation gaps that need to be addressed.
• Research common errors and assist in developing solutions with an eye toward continuous improvement and automation.
• Maintain internal and external client contact lists.
• Perform code release functions, while gaining a deeper understanding of platform functionality and the software development lifecycle.
• Pursuit and accumulation of Zoot system knowledge and industry standard technology.
• Know and comply with Zoot’s Policies and Procedures, Code of Business Conduct, and Employee Agreement.
• Achieve a service-focused culture with emphasis on delivering on-time, high-quality products and services to internal and external customers.
• Other duties as assigned – it is understood that this list of major duties and responsibilities is not an all-inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision.
  
  
  

Qualifications And Skills

• Associate’s Degree in Computer Science, Information Technology, or related field preferred.
• Bachelor's Degree in Computer Science, Business, Information Technology, or related fields preferred.
• 1 years of previous customer service or support experience preferred. Or an equal combination of education and experience
  
  
  

Physical Requirements

All positions at Zoot require the ability to move about inside an office environment which includes the operation of computers and other office productivity machinery and frequently communicates with other employees, clients, vendors, and visitors. This position specifically requires long periods of sitting at a computer workstation.

Working Conditions | Work Hours | Location

This position will take place primarily in an office setting. It is generally expected that employees, and specifically this position, regularly and consistently report to work on-site at Zoot’s headquarters and work between 40-45 hours per week. This will include working during Zoot’s “Core Hours” which are between 9am-4pm Mountain Time Monday-Friday. This position may require travel. Occasional nighttime and weekend work is required within the position.