Support Operations Specialist @ Lagoteam

Popis pozice

O pozici / o projektu

Původní popisek. Location : Remote (willing to work night shifts)

Time : 21:00 — 05:00

Languages : English — High Level is Must;

Spanish, French, Hebrew — Advantage

A Field & Deployed Assets QA Technician ensures the stability, reliability, and efficiency of operational assets, internal systems, and field deployments through real-world testing, process optimization, and customer-driven feedback. This role focuses on operational excellence by proactively identifying inefficiencies, improving asset performance, and ensuring seamless integration across internal and field systems.

This role is ideal for those passionate about operational excellence, system efficiency, and real-world problem-solving to enhance field asset performance and internal processes.

• ▪Be a first tier in responding to customer queries in a timely and accurate way via internal systems and according to team protocols
• ▪Be responsible for communicating and aligning with the communication protocols in the internal channels to create visibility to all the organization about the customer issues
• ▪Proactively identify platform status and its multifunctions and act for fast recovery or escalate to a higher level
• ▪Help customers use specific features and train according to internal tutorials or delegate to higher levels
• ▪Update our internal databases with information about technical issues and valuable discussions with customers
• ▪Follow up with customers to ensure their technical problems are resolved
• ▪Conduct remotely the on-site inspections and audits to verify the proper installation, calibration, and performance of deployed assets and internal systems.
• ▪Drive operational excellence by identifying inefficiencies in workflows and implementing process improvements.

Odpovědnosti

Původní popisek. • Use real-world failure metrics such as Mean Time Between Failures (MTBF) and Mean Time to Failure (MTTF) to assess reliability and optimize asset lifecycles.

• ▪Gather and analyze customer feedback, service reports, and failure trends to improve system performance and user experience.
• ▪Monitor and audit internal processes to ensure compliance with best practices, safety standards, and regulatory requirements.
• ▪Utilize remote diagnostics and predictive maintenance to detect early signs of failure and reduce downtime.
• ▪Collaborate with operations, IT, and field teams to troubleshoot and resolve issues efficiently.
• ▪Document test results, quality issues, and corrective actions to drive continuous improvement in field deployments and internal operations.

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