Customer Operations & Tech Support
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Job Description
Position Overview:We are seeking a versatile Operations Specialist to serve as a crucial bridge between our customers, projects, and internal operations. This hybrid role combines project management, customer support, and operational coordination, offering the successful candidate extensive exposure to all aspects of our business while directly contributing to customer satisfaction and project success.
Key Responsibilities:Project Management & Customer Relations
- Participate in all customer calls to gain comprehensive understanding of client needs and business operations
- Take ownership of day-to-day management for projects in "maintenance mode" (post-implementation phase where solutions are deployed and in continuous use)
- Conduct weekly check-in calls with assigned customers/projects to ensure smooth operations and identify potential issues
- Maintain project documentation and ensure seamless communication between customers and internal teams
Customer Support & Issue Resolution:
- Serve as the primary point of contact for all incoming customer support requests
- Assess, troubleshoot, and resolve customer issues or escalate appropriately to technical teams
- Maintain detailed records of support interactions and resolution outcomes
- Proactively identify patterns in support requests to recommend process improvements
Hardware Operations Management:
- Manage all hardware requirements and logistics for existing customers
- Coordinate hardware procurement, deployment, maintenance, and replacement activities
- Track hardware inventory, warranties, and lifecycle management
- Liaison with vendors and coordinate on-site hardware installations or repairs when necessary
Release Management & Communication:
- Develop and publish comprehensive release notes for all software deployments
- Coordinate with development teams to understand feature updates and technical changes
- Communicate software updates and changes to customers in clear, accessible language
- Maintain release documentation and version history
Qualifications:
- 1–3 years of experience in technical support, IT, or a related role (or relevant internship experience).
- Strong problem-solving skills and attention to detail.
- Excellent written and verbal communication skills.
- Ability to work with both technical teams and customers in a professional, approachable manner.
- Familiarity with project coordination or willingness to learn project management methodologies (Agile, Scrum, or similar).
- Bonus: experience with hardware management, logistics, or SaaS applications.
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FAQs About Customer Operations & Tech Support Jobs at Ox
What is the work location for this position at Ox?
This job at Ox is located in Fayetteville, AR, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Ox?
Employer has not shared pay details for this role.
What employment applies to this position at Ox?
The employer has not provided this information. This may be discussed during the hiring process.
What is the process to apply for this position at Ox?
You can apply for this role at Ox either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.