What this Job Entails:
As an Operations Support Project Coordinator, you will play a critical role in managing a high volume of daily tickets, and collaborating with cross-functional teams to ensure seamless day-to-day operations. Your primary focus will be on managing your ticket queue while coordinating and liaising with multiple stakeholders, including smart/remote-hands, IT-infrastructure facility providers, and internal teams. In this dynamic role, you will be responsible for:
- Managing a large volume of daily tickets, prioritizing tasks, and ensuring timely resolution;
- Coordinating with various teams to facilitate Colo/DC/POP site access, smart hands requests, RMAs, inventory management, and audits;
- Developing expertise in logistics processes and identifying opportunities for process improvements;
- Building strong relationships with internal and external stakeholders to drive efficient operations
If you have experience or interest in managing high-velocity support tickets, coordinating with multiple teams, and developing expertise in logistics processes, we encourage you to apply for this exciting opportunity. Frequent weekend and holiday rotations are a job requirement.
Roles and Responsibilities:
- Transact/close 350-500 operations tickets per month, including site access requests, smart-hands, logistics, and RMAs
- Collaborate with facility providers, Smart Hands, OEM hardware vendors, and regional teams to drive issue resolution and ensure smooth operations
- Monitor ticketing system, resolve cases within defined SLAs, and identify trends or recurring problems for escalation
- Apply Continuous Process Improvement techniques to update documentation, introduce innovative ideas, and improve service efficiency
- Communicate effectively with team members, clients, and stakeholders, maintaining a good rapport and professional decorum
Requirements:
- 0-4 years of experience in ticket/operations support, logistics, project coordination/management, or similar
- Proficiency in Microsoft Excel and Google Suite
- Excellent communication, customer-service, and problem-solving skills
- Ability to work independently, multitask, and prioritize workload in a fast-paced environment
- Must be able to work weekend and holiday rotations, with a manageable commute
- Multi-year commitment to job, training, and self-improvement
Preferred Qualifications:
- Bachelor’s Degree or beyond
- Curiosity to learn new things, including AI applications and process optimization
- Interest in analytics and data
- Leadership potential
- Optional Project Management certification(s) or related course experience
Work Arrangement:
- In-office, full-time position (5 days/week, 40-hours)
- A sustainable commute is important
- Weekend and holiday rotations (pre-planned)
- Occasional overtime may be required based on business need
Salary Range
$17.36 - $27.40 USD (Hourly)
- Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
- Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
- Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
- Dental provided through Cigna (DPPO & DHMO options)
- Nationwide Vision provided through VSP
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
- Corporate Wellness Program
- Employee Assistance Program
- Wellness Days
- 401k Plan
- Basic Life, Accidental Life, Supplemental Life Insurance
- Short Term & Long Term Disability
- Critical Illness, Critical Hospital, and Voluntary Accident Insurance
- Tuition Reimbursement (available 6 months after start date, capped)
- Paid Time Off (accrued and prorated, maximum of 120 hours annually)
- Paid Holidays
- Any other statutory leaves, paid time, or other fringe benefits required under state and federal law
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