Support Operations Specialist

TravelNet Solutions

. Own the systems, reporting, and knowledge that keep Track's Customer Support team running smoothly .

Posted 10/30/2026full-timeRemote • United StatesJuniorMid-Level💰 $38 - $43 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support operations, including optimizing Zendesk configurations and implementing AI-powered support tools. Proven ability to create and maintain knowledge base articles and training content while leveraging data to enhance workflows and support metrics.

Highest-signal resume keywords

Zendesk AdministrationAI-Powered Support Tools ImplementationKnowledge Base Article WritingSupport Operations MetricsData-Driven Process Improvement

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

ZendeskAI Support ToolsChatbotsTechnical DocumentationSupport MetricsSLA ManagementWorkflow AutomationReportingTicket DeflectionSelf-Service Solutions

Tools & Technologies

JiraConfluenceSalesforce

Industry Keywords

Customer SupportSupport OperationsSaaSTechnical Enablement

About the role

Key responsibilities & impact

Own the systems, reporting, and knowledge that keep Track's Customer Support team running smoothly
Tune Zendesk views, macros, triggers, automations, and routing
Build dashboards tracking ticket volume, backlog, response and resolution times, SLA performance, and CSAT
Identify and remove manual work through improved workflows, automation, or documentation
Own and update internal and external knowledge-base articles and troubleshooting guides
Configure, test, and improve AI support tools and chatbots
Drive ticket deflection and self-service adoption
Build onboarding and ongoing training for Tier 1 and Tier 2 Support
Partner with Tier 3, Product, and Engineering to document known issues, defects, and workarounds
Maintain accurate user access across support tools

Requirements

What you’ll need

2+ years in customer support, support operations, or technical enablement at a SaaS or technology company
Hands-on admin experience with Zendesk or a similar platform, including views, macros, triggers, automations, routing, and reporting
Experience implementing and optimizing AI-powered support tools, chatbots, or self-service solutions that reduced support volume
Track record of writing knowledge base articles, technical documentation, or training content
Solid command of support operations and metrics, including SLAs, escalation paths, and defect tracking
Ability to use data to recommend process changes
Working knowledge of Jira, Confluence, or Salesforce

Benefits

Comp & perks

Full medical, dental, and vision coverage
Flexible paid time off
Health Savings Account with up to a $2,000 annual match
Flexible Spending Accounts
Up to $900 a year in Wellness Rewards
Retirement plan with employer match
Unlimited access to professional training and development
Company-paid life insurance and long-term disability coverage
Flexible work environment
$150 quarterly gift for personal use