About the job
Join One Pass Solutions
At One Pass Solutions, we are revolutionizing the way individuals engage with their health, wellness, and everyday activities. Our all-encompassing engagement and loyalty platform enables millions of members to lead healthier, more connected lives. With robust partnerships across the healthcare sector and a commitment to innovation, collaboration, and an inquisitive culture, we are rapidly expanding and influencing how people pursue healthier and more fulfilling lives.
Your Role
We are on the lookout for a dedicated Technical Operations Support Specialist to become an integral part of our team. This position is vital in guaranteeing the seamless functionality of our systems and enhancing the member experience. In this dynamic role, you will troubleshoot technical challenges, assist users, monitor system performance, and work collaboratively across teams to resolve incidents and enhance operational processes. This is a fantastic opportunity for individuals who thrive on problem-solving, automation, and working within a fast-paced, mission-driven environment.
Key Responsibilities
Efficiently triage and manage support tickets, ensuring all inquiries are logged, tracked, and resolved promptly.
Collaborate with external partners to facilitate incident resolution and communicate effectively regarding progress on tasks.
Deliver exceptional technical support to users, addressing issues related to member experiences and applications while maintaining high customer satisfaction.
Develop automated processes and promptly address issues affecting members due to known defects.
Analyze trends in issues and support the creation of problem tickets and defect reports in collaboration with business and engineering teams.
Work closely with engineering and infrastructure teams to monitor systems and identify trends in system performance.
Maintain alerting systems in collaboration with engineering teams.
Participate in root cause analysis and support product configuration efforts.
Collaborate with cross-functional teams to ensure operational support aligns with the overall technology strategy.
