Virtual Operations Support Specialist

TITLE: Virtual Operations Support Specialist

POSITION TYPE: Full Time (W2)

LOCATION: Remote

ABOUT WorldLink:

WorldLink is a rapidly growing information technology company at the forefront of technical revolution. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today’s most cutting-edge digital technologies to create value and grow.

Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.

We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. we're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.

For more information about our craft, visit https://worldlink-us.com .

WHO we’re looking for:

We are looking for a Virtual Operations Support Specialist who will be responsible for supporting over 40k retail sales associates, provide solutions and information that enable 350+ Field teams to deliver premium experiences to drive sales and knowledge. Our mission in Retail Operations is to provide our retail field teams with operational efficiencies that allow the field the ability to stay up to date and invest more time with retail sales associates of all supported mobile product channels.

You will be the conduit of communication for our retail field team and retail sales associates through the Elite platform. Effective communication, collaboration, organizational savvy, project management and technical ability are vital pieces of the job. You will be key in collaboration and problem resolution among cross functional corporate teams. You will work to resolve problems and report all interactions from the field teams, which will help to improve the existing field processes and ultimately align to the broader goals.

Role and Responsibilities:

• Responsible for providing text chat and video chat product and merchandising support for the retail channel sales associates and our field team.
• Collaborate with all Retail Account Channels, Digital customer experience, Care Service, Finance, Field leaders, and Strategy teams to bring operational solutions through digital technology to life in retail.
• Effectively communicate via chat and video platforms.
• Perform outbound calls to channel locations.
• Receive inbound chats and video calls.
• Request assistance with multiple corporate groups when needed.
• Strive to meet the KPI resolution rate performance.

Required Experience and Education:

• Background in mobile phone industry recommended.
• Experience using MS Excel, Power Point and Outlook.
• Bachelor's Degree preferred.
• Customer service experience is required.
• 3 year Retail Experience in a location or call center.

Necessary Skills and Attributes:

• Excellent follow-up and resolution skills.
• Self-motivated individual with the ability to thrive in a team-based or independent environment.
• Must be able to work with minimal supervision.
• Ability to work independently and manage own projects is required.
• Ability to work a changing schedule that will align with time zones and retail hours.
• Ability to work in a fast-paced environment.
• Highly motivated self-starter with ability to problem solve.
• Ability to communicate with all levels of leadership as necessary is required.
• Limited supervision and the exercise of discretion.
• Solid written communication skills are required.
• Detail-oriented with strong organization skills.

Physical Demands:

The physical demands described here are representative of those that must be met by contract employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the contract employee is occasionally required to stand, clean, crawl, kneel, sit, sort, hold, squat, stoop, stand, twist the body, walk, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs or ladders and scaffolding, talk or hear, and lift up to 20 pounds. Specific vision abilities required by the job include ability to distinguish the nature of objects by using the eye. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity.

Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. May require working additional time beyond normal schedule and periodic travel.

WHAT we’ll bring:

During your interview process, our team can fill you in on all the details of our industry-competitive benefits and career development opportunities. A few highlights include:

• Short-Term Disability
• Medical Plans
• Long-Term Disability
• Dental Plans
• Critical Illness/ Accident/ Hospital Indemnity/ Identity Theft Protection
• Vision Plan
• 401(k)
• Life & Accidental Death & Dismemberment

WHAT you should know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. WorldLink is an Equal Employment Opportunity and Affirmative Action employer. All employment at WorldLink is decided on the basis of qualifications, merit, and business need. We endeavor to continue our footprint as a diverse organization by highlighting opportunities for all people. WorldLink considers applicants for all positions without regard to race, color, religion or belief, sex, (including pregnancy and gender identity), age, national origin, political affiliation, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need assistance with any part of the application process should contact us.

This job description is designed to cover the main responsibilities and duties of the role but is not designed to be a comprehensive list of all.