Operations Specialist

The Position

ThirdChannel is looking for an Operations Specialist to lead support efforts for the thousands of Brand Reps in stores performing work utilizing ThirdChannels’ mobile and web platforms. In addition, the Operations Specialist will work closely with Customer Success Team partners to understand common workflow and proactively build out a support infrastructure.

To be successful in this role, the Operations Specialist will be an excellent communicator, both written and verbal, and able to earn the trust of both colleagues and Brand Reps. This role will also assist in managing the ThirdChannel Knowledge Base, collaborating with the Operations team, improving user flows and addressing the most common support challenges.

 

Responsibilities

  • Timely communication and followup with ThirdChannel Brand Reps via email, chat, or phone
  • Be a product expert of theThirdChannel platform and mobile application
  • Export daily reports- proactively identifying potential issues and communicating findings with the team
  • Improve operational flows within the ThirdChannel Helpdesk for self service support and reporting 
  • Analyze and report product malfunctions to the Product and Engineering teams
  • Share product feature requests with the ThirdChannel team and collaborate on effective workarounds 
  • Inform all users of the ThirdChannel products about new features and functionalities
  • Gather customer feedback and share with Product, Customer Success and Sales/Marketing Teams to assist in development of new features
  • Communication with Brand Reps and team members during the new hire on-boarding process including protecting sensitive Rep tax information
  • Create an overall positive user experience and high level of connectivity with Brand Reps

 

Skills & Expertise

  • 1-3 years of experience in a similar role
  • BA or BS degree in a related field
  • Problem-solving and multi-tasking abilities with autonomy
  • Experience using help desk software and remote support tools
  • General knowledge of how CRM systems work
  • Intermediate experience with Excel
  • Communication skills that utilize empathy, patience and experience to de-escalate support occurrences
  • Team player who understands when to escalate priorities and work collaboratively with internal partners

 

Compensation

We hear that we should talk about the great benefits we offer. A position in our company comes with the following perks:

  • Commensurate with experience
  • Medical, dental and vision options 
  • Maternity / Paternity benefits
  • Paid time off
  • Stock options
  • Full Time, Remote Position

 

Contact

If interested, please email a cover letter and resume to hr@thirdchannel.com.

ThirdChannel, Inc.
1732 Wazee, Suite 202
Denver, CO 80202
thirdchannel.com