Customer Care Associate at Vericel providing support for commercial operations in regenerative medicine. Ensure timely processing of product orders with exceptional customer service and cross - functional collaboration.
About the role
- Technical Operations Support Specialist ensuring smooth operation of systems and user experience at One Pass. Troubleshooting issues and collaborating with teams in a remote environment.
Responsibilities
- Triage and manage tickets, ensuring all issues are logged, tracked, and resolved in a timely manner.
- Collaborate with external partners to assist in incident resolution and communicate effectively on task progress.
- Provide technical support and assistance to users, resolving issues related to member experience and the application, while delivering a high level of customer satisfaction.
- Create automated processes and remediate members affected by known defects in a timely fashion.
- Identify trends in issue types and support the creation of problem tickets and defects in coordination with business and engineering teams.
- Partner with engineering and infrastructure teams to monitor systems and identify trends in system functionality.
- Monitor and maintain alerting systems in collaboration with engineering.
- Participate in root cause analysis and support product configuration efforts.
- Collaborate with cross-functional teams to align operational support with overall technology strategy.
Requirements
- 2+ years of experience in operations and technical support.
- Bachelor’s degree in computer science, data science, or a related field is preferred.
- Familiarity with AWS S3, database integration, and production environments.
- Working knowledge of SQL and Python for data analysis and automation tasks.
- Experience with monitoring and alerting systems and the ability to identify trends in front- and back-end dashboards.
- Experience automating processes and implementing optimizations to enhance member satisfaction.
- Experience with service management tools such as ServiceNow, Salesforce, or similar.
- Strong problem-solving skills, attention to detail, and the ability to troubleshoot technical issues effectively.
- Ability to learn and adapt to enhancements quickly and interface with APIs to meet engineering and business needs.
- Excellent communication skills, with the ability to work independently in a collaborative team environment.
- Excellent organizational skills, a self-starting attitude, and the ability to manage multiple tasks in a fast-paced environment.
Benefits
- Flexible work environment
- Health insurance
- Bonuses
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