Operations Support Representative

Position Summary: We are seeking a highly motivated and versatile individual to join our Operations team. This hybrid role balances customer-facing technical support with technician scheduling and dispatch coordination. The ideal candidate will be self-directed, technically skilled, and customer-focused — able to manage technician scheduling and resource planning, while also troubleshooting technical issues for clients and technicians in the field. Key Responsibilities: Scheduling & Dispatch Collaborate with Operations leadership, Project Managers, and Coordinators to create and assign Technician Work Orders. Monitor and balance technician workloads while ensuring service level agreements (SLAs) are met. Source, screen, and manage technician resources across the U.S. to maintain a reliable talent pool. Address scheduling issues, technician inquiries, and on-site challenges as the main point of contact. Generate and perform operational reports to improve efficiency and identify optimization opportunities. Technical Support & Customer Service Act as a resource for customer product questions, technical issues, and troubleshooting (Windows, Android, networking). Assist technicians remotely with equipment installation, audits, and escalations. Provide support to clients via phone, email, and ticketing systems, ensuring timely issue resolution. Monitor, analyze, and maintain operational hardware/software systems to ensure maximum uptime. Participate in the phone support queue and manage customer tickets from intake to resolution.