Connectivity Service Operations Specialist

The Connectivity Service Operations Specialist supports the Connectivity Operations Lead in the daily execution of consumer support activities for connected products and services.

The role is responsible for ticket triage, troubleshooting coordination, customer support follow-up, knowledge management and operational reporting. The specialist acts as the primary backup for the Connectivity Operations Lead and contributes to the continuous improvement of support processes, tools and service quality.

To support the Connectivity Operations team in the management, coordination and resolution of customer connectivity issues, ensuring effective ticket handling, stakeholder communication and continuous service improvement.

• Monitor and manage incoming connectivity support tickets.
• Perform ticket triage and categorization.
• Provide second-level support for connectivity-related issues.
• Coordinate investigations with Validation and Product teams.
• Ensure timely communication and follow-up on open tickets.
• Maintain ticket quality and data accuracy within ServiceNow.
• Contribute to knowledge base creation and maintenance.
• Support operational reporting and KPI monitoring.
• Identify recurring issues and support root cause analysis activities.
• Participate in process improvement initiatives.
• Act as deputy for the Connectivity Operations Lead when required.

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• Technical Diploma or Bachelor's Degree in Engineering, Computer Science, Information Technology or equivalent experience.

• 2+ years in technical support, service operations, customer support, application support or similar roles.
• Experience interacting with development, testing or product teams is a plus.

• ServiceNow experience.
• Knowledge of connected products and mobile applications.
• Basic SQL knowledge.
• Familiarity with testing and validation activities.
• Experience with KPI reporting and dashboards.

• Strong troubleshooting and analytical skills.
• Customer and service-oriented mindset.
• Ability to manage multiple tasks and priorities.
• Good communication and stakeholder management skills.
• Experience working with ticketing systems.
• Basic understanding of software, cloud or IoT ecosystems.