Technical Operations Specialist (Remote)

Job Title: Technical Operations Specialist (Remote)
Position Overview:
We are seeking a meticulous and proactive Technical Operations Specialist to join our
team in a fully remote capacity. This individual will play a critical role in the smooth onboarding
and offboarding of agents and staff while providing ongoing technical support for our internal
operations. The role requires someone adaptable to managing day-to-day tasks and responding to
unexpected challenges, ensuring the seamless operation of our technical environment.
The Technical Operations Specialist will collaborate closely with our Technical
Operations Manager, Alkida Koleci, to ensure that our agents and staff are supported with
technical onboarding, training, and general technical assistance as needed.
Key Responsibilities:
User Account Management:
• Set up user profiles for new agents and staff in O365/Nerdio.
• Handle deactivation of accounts and asset retrieval during the offboarding process.
• Send welcome emails to new hires with login credentials and access to necessary
systems.
• Follow up with new hires to confirm receipt of information, address any questions,
and ensure they are set up for success.
Onboarding and Offboarding Processes:
• Assist in developing, updating, and maintaining onboarding and offboarding manuals.
• Modify and improve existing documentation as needed to ensure it stays current and
relevant.
• Send out invitations for access to various SaaS tools used by the organization, with a
focus on staff members.
• Contact agents via phone when necessary to confirm email addresses and provide
technical details.
Technical Support and Training:
• Serve as a point of contact for agents and staff needing basic technical assistance during
onboarding and throughout their tenure.
• Collaborate with the Technical Operations Manager to identify ongoing training needs
and help develop training materials.
• Maintain a repository of training resources for new hires and existing staff to access as
needed.
Project Coordination:
• Assist with project management tasks related to system implementations, upgrades, or
process improvements as required.
• Help track project timelines, milestones, and deliverables to ensure on-time completion.
Communication and Collaboration:
• Maintain effective communication with new hires to ensure a smooth onboarding
experience.
• Relay important updates to the Technical Operations Manager, ensuring smooth
collaboration between teams.
• Assist with ad hoc technical projects and needs that arise, adapting quickly to dynamic
environments.
Required Skills:
• Strong organizational skills with the ability to prioritize and manage multiple tasks
efficiently.
• Excellent written and verbal communication skills, comfortable interacting with staff at
all levels.
• Proactive in addressing questions, providing technical assistance, and identifying training
opportunities.
• Experience in documenting processes and creating training manuals or guides is an
advantage.
• Flexible and adaptable to changing priorities in a fast-paced, dynamic environment.
Technical Knowledge:
• Familiarity with O365, SaaS tools, and basic system administration is preferred.
• Ability to learn and quickly become proficient in new software and technology tools.
• Experience working in a remote technical support role or similar capacity is highly
valued.
• Prior experience in project management, coordination, or similar roles is preferred.