Operations Specialist

Appdirect
Montreal
Full timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Resourceful","Collaborative","Quick to learn","Data-oriented","Proactive","Innovative","Adaptable","Problem-solving","Resilient","Training and coaching"]

Support day-to-day operations for key strategic programs within the Support Operations team. Partner with outsourced and internal teams to deliver world-class service delivery, using tools like Devs.ai to build efficiency-driving workflows. Monitor productivity through reporting and Excel-based analysis, support program launches, and help optimize forecasting and labor requirements. Analyze operational KPIs, improve processes, and provide expert guidance on Microsoft, Google, and related cloud app issues.

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FursaFursa
Appdirect
Appdirect
2 days ago

Operations Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 minutes agoStatus: Live

Job Summary

Support day-to-day operations for key strategic programs within the Support Operations team. Partner with outsourced and internal teams to deliver world-class service delivery, using tools like Devs.ai to build efficiency-driving workflows. Monitor productivity through reporting and Excel-based analysis, support program launches, and help optimize forecasting and labor requirements. Analyze operational KPIs, improve processes, and provide expert guidance on Microsoft, Google, and related cloud app issues.
Location: Montreal
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Work closely with outsourced partners and internal support teams to achieve world-class operational standards.
  • •Use Devs.ai or similar platforms to design tools that maximize efficiency.
  • •Monitor productivity by analyzing data, creating reports, and presenting insights to stakeholders.
  • •Support program launches from initiation through operational optimization and contribute to strategic planning to increase revenue and reduce costs.
  • •Analyze operational KPIs, drive process improvements in Support Operations, and provide expert guidance on Microsoft and Google cloud application issues.

Key Requirements

  • •3-5 years of experience in service delivery, operations management, customer service, or related areas, including advanced technical support for productivity suites and cloud apps.
  • •Familiarity with call center software, customer relationship management (CRM) systems, and related technologies.
  • •Experience with call center KPIs such as CSAT, NPS, FCR, and AHT.
  • •Comfort leveraging AI-powered support tools and LLM-based platforms for troubleshooting and knowledge base management.
  • •A bachelor’s degree in Business Administration, Operations Management, Information Technology, or a related field is an asset.
Experience:3-5 yearsCustomer supportCloud appsAI-powered supportService deliveryOperations management
Education:Bachelor's in Business Administration, Operations Management, Information Technology, or a related field
Skills:ResourcefulCollaborativeQuick to learnData-orientedProactiveInnovativeAdaptableProblem-solvingResilientTraining and coaching
Languages:EnglishFrançais
Tech Stack:Devs.aiExcelMicrosoftGoogleMicrosoft 365Google AppsCRMCall center softwareAI-powered support toolsLLM-based platforms

Company Brief

Appdirect
Provides a cloud commerce platform enabling businesses and service providers to sell, distribute, and manage subscriptions, digital services, and third-party applications through marketplaces and billing/commerce tools.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn