About the role
Auxo Solutions is seeking a highly organized and proactive Production Support Specialist to work on production support ticketing, triaging, client communications, overall client satisfaction, and the removal of blockers. This role acts as one of the primary liaisons between clients and internal teams, ensuring smooth operations and exceptional service delivery. This role is critical for maintaining operational stability and ensuring client satisfaction through effective management of production support processes.
What you'll do
- Collaborate with the Production Support Manager on production support ticketing, prioritize issues, and ensure timely resolution.
- Maintain regular communication with clients regarding issue status, progress, and resolution plans.
- Ensure high levels of client satisfaction by addressing concerns promptly and effectively.
- Identify and remove blockers to maintain workflow and operational efficiency.
- Serve as the main point of contact between clients and internal teams, facilitating effective communication and issue resolution.
- Handle basic project management tasks, ensuring deadlines and service level agreements (SLAs) are met.
- Generate and present regular reports on ticket status, client satisfaction, and operational performance.
- Identify areas for process improvement and implement best practices to enhance service delivery.
Qualifications
- Bachelors' Degree in computer science (or similar) and at least 3 years' experience in Technical Production Support.
- Proven success in managing complex queues of project work.
- An understanding of the software development lifecycle (SDLC), and ability to leverage it in a delivery environment.
- Strong client engagement skills, with the ability to manage relationships and communicate effectively at all levels of an organization.
- Excellent communication and interpersonal skills.
- Strong proficiency with JIRA and backend engineering.
Other Info
- Candidates must be able to accommodate a working schedule of 8:30am - 5:30pm EST.
- We are unable to provide sponsorship for this position at this time.
- Benefits may include: Medical, Dental, and & Vision Insurance. Life, Short Term Disability, and Long Term Disability Insurance; Flexible Paid Time Off (PTO), paid holidays; Profit Sharing-based annual target bonus; Company sponsored 401(k) plan; Monthly wellness/tech stipend.