Support Operations Specialist

Job Description

Job Description

Overview

We are looking for an entry level Support Operations Specialist who is comfortable working directly with customers and managing schedules in a fast paced support environment. This role is often the first point of contact for customers and plays a key part in how quickly and smoothly support is delivered.

You will answer incoming calls, create support requests, schedule technicians for both remote troubleshooting and onsite visits, and keep customers informed every step of the way. Strong communication, organization, and follow through are essential.

What You’ll Do

• Answer incoming support calls in a professional, friendly manner
• Create and update support requests with accurate details
• Gather basic information to help technicians troubleshoot effectively
• Schedule technicians for remote troubleshooting and onsite visits
• Actively manage technician calendars to find the earliest available times
• Set clear expectations with customers around timing and next steps
• Communicate schedule changes, delays, or updates promptly
• Monitor open requests and follow up to keep work moving
• Escalate urgent issues quickly and appropriately
• Document all communication clearly in the ticketing system

Key Metrics and Expectations

• Response time: Respond to new support requests within 15 minutes
• Scheduling speed: Establish and follow precedent for fast, efficient scheduling
• Call handling: Answer inbound calls promptly and professionally
• Accuracy: Appointments scheduled correctly with the right technician and time window
• Customer experience: Clear communication, minimal back and forth, no missed appointments
• Follow through: Requests are owned until a technician is engaged

What Success Looks Like

• Customers feel heard, informed, and supported
• Support requests are created quickly and accurately
• Remote and onsite appointments are scheduled without delays
• Technician calendars are organized and up to date
• Fewer scheduling conflicts and fewer missed or rescheduled appointments

Skills and Strengths We’re Looking For

• Strong verbal and written communication skills
• Comfortable speaking with customers by phone throughout the day
• Organized, reliable, and detail oriented
• Able to manage multiple requests at the same time
• Calm and professional when customers are frustrated or stressed
• Willing to learn technical terms and support workflows
• Team oriented, works well with technicians and leadership

Experience

This is an entry level position. Previous customer service, call center, scheduling, or dispatch experience is helpful. IT or technical experience is a plus, but not required. Comfort using ticketing systems, calendars, and basic office tools is expected.

Why This Role Matters

This role sets the tone for the customer experience. Quick response times, clear communication, and smart scheduling directly impact customer satisfaction and the efficiency of the support team.

Why Razor Technology?

Razor Technology is a leading IT solutions provider specializing in infrastructure, cloud, cybersecurity, and digital transformation . For more than 20 years, we’ve partnered with mid-market and enterprise organizations across financial services, healthcare, manufacturing, and beyond — helping them modernize technology, secure operations, and accelerate growth.

When you join Razor, you’ll be part of a culture that values innovation, teamwork, and professional growth. We provide:

• Cutting-edge projects across cloud, security, and hybrid IT.
• Professional development opportunities , including certifications and training.
• Collaboration with industry leaders in networking, virtualization, and cloud.
• Competitive compensation and benefits designed to support your success.

At Razor, you won’t just work on technology — you’ll help define the future of IT for our customers.

Company Description

Your Trusted IT Solutions Expert
Razor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service.
Keeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand.
Headquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.

Company Description

Your Trusted IT Solutions Expert\r\nRazor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service.\r\nKeeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand.\r\nHeadquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.