File Operations Associate

Posted 2024-11-12

💎 Seniority level: Junior, 2+ years

🔍 Industry: Texting solutions and payment solutions

🏢 Company: Solutions by Text

🗣️ Languages: English

⏳ Experience: 2+ years

Requirements:

2+ years of File Operations and/or Customer Support experience in a technical field or SaaS company.

Proven success in delivering technical support to B2B customers.

Experience with file structures and transfer protocols (SFTP).

Strong customer focus and ability to handle changing priorities.

High analytical and problem-solving skills.

Detail-oriented with excellent organizational and time management skills.

Proficient with Microsoft Office and Zoom.

Excellent verbal and written communication abilities.

Desire to continue learning and growing technical skills.

Experience with texting and payment solutions is a plus.

Familiarity with HubSpot, Salesforce, or Jira is a plus.

Bachelor’s degree is preferred.

Responsibilities:

Research and resolve file error and failure scenarios during customer file transfers.

Work directly with customers regarding file formats and transfer best practices.

Maintain detailed records of customer interactions and file documentation.

Utilize tools and processes aligned with company policies and SLAs.

Take ownership of issues to ensure customer satisfaction.

Monitor trends in file operations errors.

Collaborate to resolve escalated file issues.

Create and manage SFTP connections and whitelist management.

Enhance the file-specific knowledge base.

Contribute to operational efficiency.

Prepare ad-hoc reports as needed.

Process exceptions for messaging as required.

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