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Operations Specialist
2 months ago
Miryco Consultants Ltd is seeking a skilled Operations Specialist to join its dynamic Product team. As a key member of the team, you will be responsible for implementing and managing Zendesk ticketing software, serving as the primary point of contact for clients, and ensuring their issues are addressed promptly and effectively.
Key Responsibilities- Client Support & Relationship Management:
- Serve as the primary point of contact for clients, providing exceptional support and resolving issues efficiently.
- Build and maintain strong client relationships, ensuring their needs are met and exceeded.
- Collaborate with Product and Sales teams to provide clients with product updates, training, and support.
- Process Improvement & Operational Efficiency:
- Identify opportunities to improve processes through automation or by collaborating with business and product analysts.
- Collect and analyze client feedback to identify gaps and areas for enhancement in the company's product offerings and support processes.
- Drive initiatives to improve operational efficiency and client satisfaction.
- Technical & Reporting Skills:
- Use programming skills (e.g., Python) to develop data reports and insights for clients and internal stakeholders, such as senior management.
- Generate and present reports to senior management, highlighting key metrics and trends in client support.
- At least 3 years of experience in Operations or Client Support roles, ideally within a FinTech, RegTech, or start-up/scale-up environment.
- Experience collaborating with Product, Engineering, and Sales teams to deliver exceptional client service and product offerings.
- Strong client-facing experience with excellent relationship management skills.
- Technical proficiency, including experience with programming languages such as Python for reporting and data analysis. Willingness to upskill in relevant technologies to enhance workflows.
- Operationally minded with a keen eye for process improvement and a love for problem-solving.
- Knowledge of the financial services industry and regulatory technology is highly desirable.
- Prior experience in implementing and managing Zendesk or similar ticketing software.
