Technical Operations Specialist

Required Skills & Experience: Minimum of 5 years of experience in technology operations, particularly in a customer service or customer support setting.

• Experience managing and supporting enterprise software tools, especially customer service or self-service platforms (e.g., Service Cloud, knowledge management systems).
• Strong troubleshooting and problem-solving skills with an ability to resolve technical issues efficiently.
• Familiarity with monitoring tools and dashboards to track system health and performance. Nice to Have Skills & Experience: Understanding of incident management frameworks and best practices.
• Ability to manage multiple priorities, ensuring operational continuity in a fast-paced environment.

Job Description: The Tooling Operations Specialist sits within the RL Post Sales Operations organization, responsible for ensuring the day-to-day operational performance, maintenance, and optimization of the tools and systems that support our customer service and self-service operations. The ideal candidate will have a strong focus on troubleshooting, monitoring, and continuously improving the technology ecosystem to meet operational excellence standards.

Key Responsibilities: Monitor the health, performance, and availability of customer-facing and agent-facing tools. Perform routine system checks, ensuring all tools operate within established parameters. Coordinate the resolution of incidents related to tool performance in a timely manner. Work closely with Program Managers to align operational activities with project initiatives and timelines. Liaise with engineering, product, and partner teams to escalate and address complex technical challenges. Update and configure agent-facing and customer-facing tools to support Product and Engineering launch activities. Adhere to governance frameworks, ensuring tool configurations and testing meet quality standards. Create and maintain detailed documentation of processes, workflows, and system configurations. Identify opportunities for system optimization and recommend enhancements to improve functionality and user experience. Participate in retrospective reviews to improve incident response processes and operational practices.