• Operations Specialist (Technical) - 100% VIRTUAL POSITION

  • Overview

    Operations Specialist


    Since 2004, Supporting Strategies has been empowering business owners by taking bookkeeping and operational support functions off their plates allowing them to focus on their core business. 


    Supporting Strategies’ experienced professionals use our cutting-edge cloud-based platform, virtual infrastructure and proven process to deliver a full suite of outsourced services. These services include accounts payable, accounts receivable, bookkeeping, financial reporting and payroll administration.


    Working in a 100% virtual environment from your home office, Supporting Strategies Partners is seeking a full-time, Operations Specialist to join our rapidly growing team!



    Job summary

    The Operations Specialist is responsible for troubleshooting, routing and managing the timely completion of Support Desk requests that come in via phone, live chat, and ticket submissions.  Working within a team, this person is responsible for completing and processing support desk requests as outlined below.  The Operations Specialist will also directly support an assigned set of franchise locations and will manage the process of on-boarding newly assigned franchise locations, and will support their assigned locations on an on-going basis, providing client on-boarding and ongoing support to their franchise locations’ team members and clients. 


    Summary of essential job functions


    Support Desk Coverage

    The Operations Specialist will be assigned specific coverage shifts on our Support Desk.  In covering the Support Desk, they will:

    • Troubleshoot, route and manage technical support requests that are received via phone, live chat, and through incoming tickets.
    • Perform remote problem troubleshooting and resolution.
    • Maintain excellent customer/employee relations through phone and electronic communication.
    • Escalate tasks as necessary.


    Operational Support

    The Operations Specialist will be assigned to a set of Supporting Strategies franchise locations that they will support as follows:


    • Manage all operational aspects to on-board newly assigned franchise locations according to our standard operating procedures.
    • Manage all operational aspects to on-board the new team members and clients of their assigned franchise locations including setting up and provisioning the required technology tools to be utilized and coordinating with external vendors as necessary.
    • Successfully complete tasks associated with supporting the technology and systems utilized by their assigned Supporting Strategies franchise locations, including their team members and clients.
    • Ensure that all requests are addressed/completed based on the stated turnaround times.
    • Conform to and excel at standard operating procedures.
    • Other duties as assigned.


    Skills necessary

    • Bachelor’s Degree required
    • Minimum 2-3 years of technical support experience
    • Experience supporting accounting software preferred
    • Strong interpersonal skills: outgoing, positive, energetic person with a can-do attitude
    • Extremely organized and detail oriented
    • Excellent analytical and problem-solving skills
    • Expert at documentation
    • Multi-tasker with strong time management skills
    • Willing to tackle unfamiliar tasks
    • Strong oral and written communication skills
    • Capacity to deal with demanding “clients” with constantly shifting priorities
    • Capability to work effectively with employees and senior managers of the company
    • Ability to keep confidential highly sensitive company plans and data
    • Strong personal initiative
    • Exudes Supporting Strategies Core Values:
      • Committed to excellence
      • We take ownership
      • Dedicated to the success of our community


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