Support Operations SpecialistRiverside Technology, inc. • Saint Paul, Illinois, United States
Support Operations Specialist
Riverside Technology, inc.
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
Über
On Your Day to Day You’ll be designing, developing, and shipping tools and systems that help our CX department and connected teams work faster and smarter. You’ll collaborate with team leads and management to understand requirements, then own the building, testing, and communication of solutions end‑to‑end. Over time, you’ll grow into a larger role in shaping what gets built and why.
Day‑to‑day work spans a wide range of projects, including:
Building AI‑powered agent copilot tools that help support agents find answers, run investigations, and surface relevant information in real time
Designing and maintaining automated workflows that cover billing actions, ticket handling, and cross‑departmental processes across teams including Quality Assurance, Knowledge Management, and Technical Support
Developing operational dashboards and reports that surface agent and customer data for team leads and stakeholders
Building and maintaining integrations across our support and operations stack via APIs and automation platforms
Designing and building knowledge and documentation infrastructure — including systems that take raw notes, scopes, and walkthroughs and generate structured documentation and reports automatically
Administering and configuring department tools including Zendesk, Intercom, and Fin AI — building, maintaining, and improving how these platforms are set up and used
Using Figma or similar tools to map flows, communicate
Tools: Zendesk, Intercom & Fin AI, Slack, Snowflake, Omni Analytics, AWS, Google Workspace, Make.com / Zapier, Figma, and AI platforms including Claude and ChatGPT.
Requirements: What Will Make You Stand Out?
2+ years of experience in an operations, automation, technical tooling, or similar builder role
Hands‑on experience designing and building automated workflows using platforms like Make.com, Zapier, or similar
Comfortable working with APIs — reading documentation, building integrations, and troubleshooting end‑to‑end
Strong working experience with LLMs and AI tools, including prompt engineering and integrating AI into production workflows
Able to read and communicate using process flow diagrams and tools like Figma to plan and align on solutions before building
A structured problem‑solver who asks the right questions, tests thoroughly, and communicates clearly about what was built and why
Comfortable working across multiple teams and translating operational needs into technical solutions
Nice to Have
Experience with data and analytics platforms (Snowflake, Omni, or similar)
Familiarity with Zendesk, Intercom, or comparable support platforms — admin experience
Ability to write scripts and queries to manipulate data, automate logic, and connect systems (Python and/or SQL)
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Sprachkenntnisse
- English
Hinweis für Nutzer
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