System Operations Specialist - USDS

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
- Directly solve system-related issues for users; educate users about systems and business processes
- Connect user to the right people (the correct OnCall staff or department specialist)
- Verify information users provide by contacting them and asking the appropriate questions
- Record issues or bugs reported by users
- Handle support system introductions and training per request
- Sustain effective communication and collaboration with cross-functional team, actively contributing to the development of a robust quality assurance process for systems.
- Organize testing assignments according to work requirements, streamline their breakdown, and facilitate seamless cross-team communication while ensuring comprehensive documentation.

Qualifications

Minimum Qualifications:
- Bachelor's degree or equivalent experience preferred
- 2 years of professional work experience ideally in a high-volume environment, such as service industries, technology, or hospitality
- Strong understanding of Service Level Agreements (SLAs) related to ticket resolution rates, response times, and backlog management in a high-volume on-call environment
- Skilled communicator, oral and written; able to communicate complexity with clarity and ease
- Strategic problem solving - Use of multiple resources to inform and support critical decisions
- Proficiency in Mandarin is a requirement due to daily collaboration with global cross-functional partners

Preferred Qualifications:
- System Quality Assurance

Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.

Job Information

[For Pay Transparency] Compensation Description (hourly)

The hourly rate range for this position in the selected city is $25.98- $51.28.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.