Business Process Specialist

Strategic Importance of this Role to the Company:

The Business Process Specialist (BPS) role is extremely important and pivotal to the efficient running of the company and Customer Success department.  The position needs to ensure Customer expectations are met and delivers on the company promises both internally and externally.  The role is a leader of Customer Success, Product and Operations and must inspire, lead and develop team of A-Players who can deliver the highest levels of service in a scalable, predictable, sustainable and profitable way.

Key Responsibilities

As a Project Delivery & Support Specialist, you will be responsible for a blend of daily and weekly tasks designed to keep our projects on track and our clients supported.

Project Delivery

Daily Responsibilities:

• Active Participation: Attend Daily Stand-up Meetings (DSMs) to align with project goals and team progress.
• Ticket and Task Management: Efficiently manage helpdesk tickets in accordance with internal guidelines, complete assigned tasks from the daily schedule, and maintain accurate, up-to-date task statuses.
• User Training & Documentation: Facilitate client training following Silverdale processes including eLearning content, recordings, and virtual sessions.  meticulously record meeting minutes, create necessary helpdesk requests, and ensure all training videos are saved to correct courses.
• Gap identification and Mitigation: Identify and document client process gaps, creating sub-tasks as needed to support relevant parent tasks.
• Operational Support: Execute daily operational tasks, including master data entry, system setup and configuration, and meeting coordination.
• Escalation & Validation: Proactively escalate complex tasks or those requiring validation to senior Business Process Specialists.
• Content Creation: Develop and update various forms of content, such as documentation, user guides, FAQs, process maps, and Scribes.
• Time Tracking: Accurately record BA and SA timesheets.

Weekly Responsibilities:

• Client Communications: Maintain consistent communications with clients on all tickets
• Professional Development: Attend scheduled 1-on-1 coaching sessions and complete all associated training.
• Process Improvement: Conduct Correction of Error (COE) exercises for tasks requiring detailed review and improvement.

Support Services

Daily Responsibilities:

• Proactive Issue Resolution: Review all late and at-risk tickets, developing and executing recovery plans for each.
• Effective Communication: Maintain frequent and relevant communication regarding ticket and task statuses.
• Categorization & Prioritization: Ensure all tickets are accurately assigned to the correct priority, team, project, SLA, and status.
• Team Unblocking: Facilitate the resolution of escalated tickets to unblock other teams.

Qualifications & Skills

• Excellent verbal and written communication skills.
• Strong organizational skills and the ability to manage multiple priorities.
• The ability to learn new systems and processes quickly.
• Technical or customer support experience a plus.
• Functional Odoo experience.
• Customer-oriented mindset with a focus on providing accurate solutions.

• Great team of smart people, in a friendly and open culture
• No dumb managers, no stupid tools to use, no rigid working hours
• No waste of time in enterprise processes, real responsibilities and autonomy
• Expand your knowledge of various business industries
• Create content that will help our users on a daily basis
• Real responsibilities and challenges in a fast evolving company