Global Support Operations Specialis...

Job Mission
The Global Support Operations Specialist plays a crucial role in ensuring the smooth functioning and effective adoption of core technologies within Shiji's global Support organization. This position involves the administration, configuration, and maintenance of essential systems such as the call/IVR platform, ticketing system, remote access tools, and reporting solutions. As a hands-on operator, the Specialist acts as the primary point of contact for system-related issues, manages vendor escalations, and facilitates user enablement, thereby driving consistent, reliable, and efficient support operations across all regions. This role is based in New Delhi, India.

Key Responsibilities

System Administration & Support

• Administer and support the call/IVR system, ticketing system, remote access tools, and support reporting platforms.
• Configure call queues, routing, recordings, and other IVR features to meet operational needs.
• Manage ticketing workflows and user access in alignment with global support policies.
• Provide technical assistance to support agents and managers on tool usage, ensuring adoption and effective utilization.

Vendor Management

• Act as the primary point of contact with vendors for break/fix incidents, upgrades, and platform improvements.
• Track and follow up on vendor cases to ensure timely resolution and minimal service disruption.

Reporting & Analytics

• Generate recurring and ad-hoc reports using support reporting tools for use by Support Management.
• Ensure reporting outputs are accurate, timely, and aligned with SLA and operational requirements.

Process & Documentation Support

• Support the implementation of new support technologies and tools, including testing, rollout, and training of users.
• Maintain and update system documentation, including procedures, configurations, and user guides.
• Assist in auditing and monitoring processes to ensure compliance with global standards.

Collaboration & Coordination

• Partner with IT for application upgrades, integrations, and technical troubleshooting related to support platforms.
• Collaborate with the Global Manager of Support Operations on improvement initiatives and system enhancements.
• Work flexibly with colleagues across time zones, occasionally participating in early morning or evening calls.

Qualifications

• Associate’s or Bachelor’s degree in Information Systems, Business, or related field, or equivalent experience.
• 2–5 years of experience in support operations, technical support, or IT systems administration.
• Administration and Configuration Experience with Zoho Desk in a multi-department global support environment.
• Hands-on experience with IVR/call center systems, ticketing and case management tools, and remote access applications.
• Proficiency in Microsoft Office tools, particularly Excel, Outlook, and PowerPoint.
• Strong ability to learn and adapt to new technologies, with proven skills in system configuration and administration.
• Effective communicator able to work across diverse cultures and collaborate with global teams.

Additional Information

• This role offers an exciting opportunity within a creative environment with the chance to make a significant impact.
• Grow your experience with web and cloud technologies in an innovative tech setting.
• Join a friendly, motivated, and talented multicultural team.
• Opportunities for professional growth and development at Shiji.
• Comprehensive training to meet role requirements will be provided.