File Operations Associate

2 days ago

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Two-Way Texting • API Integration • Pay By Text • Compliance • Texting Resources

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💰 Private Equity Round on 2021-11

Description

• Research and resolve file error and failure scenarios that occur during the customer file transfer process • Work directly with customers via email and/or phone to ensure adherence of acceptable file formats and transfer best practices • Maintain accurate and detailed records of customer interactions, action items, and file documentation • Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s • Take ownership and accountability of issues, contributing to high level of customer satisfaction • Ensure customers receive the appropriate level of detail on error cause / preventative analysis • Monitor file operations dashboard seeking trends in errors or unexpected changes in volume • Collaborate, cross-functionally, to resolve elevated or escalated file issues • Act as a backup for FPA configurations • Create SFTP and assist with follow-on management of white-listing, connections, etc. • Provide support towards enhancing the content of our file specific knowledgebase • Contribute to enhancing the efficiency within our operational process flow • Create ad-hoc reports in fulfillment of internal or customer facing requests • Reconcile campaign / messaging results from customer requests (as needed) • Exception processing of messages (as needed)

Requirements

• 2+ years of applicable File Operations and/or Customer Support experience working in a technical field or Software-as-a-Service (SaaS) company • Proven success delivering technical support directly to BTB customers • Experience with file structures, file transfer protocols (STFP), operational structures, and customer workflows • Strong customer focus and adaptability with ability to shift priorities without warning and address unexpected issues • High analytical and problem-solving competency • Excellent detail-oriented, organizational, and time management skills • Proficiency working with Microsoft Office and Zoom phone/webinars • Excellent verbal and written communication skills • Elevated desire to continually learn and grow technical skill set • Experience with texting and/or payment solutions is a plus • HubSpot, Salesforce or similar CRM, and Jira experience is a plus • Bachelor’s degree is preferred