Job Title: Operations Support Specialist
Type: Contract To Hire
Compensation: $23.00 - $25.00
Work Model: Remote – offsite
Hours: 40.0
Security Clearance: Not specified
Operational Support Specialist to support the day-to-day operations of the Authorized Training Partner (ATP) program. This is a non-technical, operations-focused role centered on managing email communications, maintaining accurate CRM records, supporting approval workflows, and ensuring timely follow-up with instructors and partners.
The ideal candidate has 2–3 years of customer service or operational support experience, strong written communication skills, and experience managing a high-volume email inbox and documenting activities in a CRM. This person should be comfortable working independently, following established processes, and using creativity and sound judgment to resolve issues and improve workflows.
Key Responsibilities
- Manage daily ATP Trainer inbox operations, including reviewing, categorizing, prioritizing, and responding to inquiries.
- Provide timely and professional email support to instructors, training partners, and other stakeholders.
- Maintain accurate and detailed records of inquiries, requests, and resolutions within the CRM.
- Support PDU and certification course approval workflows, ensuring requests are properly reviewed, documented, and routed.
- Assist with instructor onboarding, badge management, and other ATP program administrative activities.
- Review and categorize emails and requests according to established processes, templates, and escalation paths.
- Identify issues requiring escalation and ensure they are routed to the appropriate team member.
- Communicate with internal teams and external partners to gather information and move requests toward resolution.
- Follow documented procedures while identifying opportunities to improve efficiency, consistency, and customer experience.
- Support EPP administration and other program-related operational activities as needed.
- Maintain organized documentation and ensure information in the CRM is accurate and up to date.
- Use available technology and AI tools to improve categorization, workflow efficiency, and operational processes.
Qualifications
- 2–3 years of customer service, operations, administrative, or program support experience.
- Experience managing a company or department email inbox and handling multiple requests simultaneously.
- Hands-on experience using a CRM to document customer interactions, requests, and resolutions.
- Strong written communication skills with the ability to communicate professionally and clearly through email.
- Highly organized with strong attention to detail and follow-through.
- Ability to work independently with minimal supervision.
- Strong problem-solving skills and the ability to use good judgment when determining how to handle requests.
- Comfortable following established processes while also identifying opportunities for improvement.
- Dependable, punctual, and able to consistently work 8:00 AM–5:00 PM EST.
- Experience with AI tools or email categorization/workflow tools is a plus.
- Experience supporting training programs, certifications, professional development, or partner programs is a plus.
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Ref: #431-IT Tampa
