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What does an operations support do?

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Operations support is a vital role in any service organization, as it involves providing assistance and coordination to the core functions of delivering value to customers. If you are interested in pursuing a career in operations support, or want to know more about what it entails, this article will give you an overview of the main tasks, skills, and challenges of this position.

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1 What are the main tasks of operations support?

Operations support staff are responsible for a variety of tasks that support the smooth and efficient operation of service processes. This could include handling customer inquiries, complaints, and feedback through various channels; processing orders, invoices, payments, and refunds while ensuring accuracy and compliance with policies and regulations; scheduling, dispatching, and tracking service delivery; maintaining and updating records, databases, and reports; performing quality checks, audits, and evaluations of service performance; providing technical support, troubleshooting, and training to service staff and customers; as well as escalating complex or urgent problems to the appropriate level. All of these activities are essential for ensuring data quality and security, as well as identifying areas for improvement or innovation.

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2 What skills do you need for operations support?

Operations support staff need a range of skills to carry out their tasks effectively and efficiently. Communication skills are essential, including the ability to communicate clearly, politely, and professionally with customers, service staff, and other stakeholders. It is also important to be able to listen actively, empathize, and handle difficult or emotional situations. Organizational skills are also key, which includes the capacity to plan, prioritize, and manage multiple tasks and deadlines. Problem-solving skills are also necessary, such as the ability to analyze, troubleshoot, and resolve issues that may arise in service operations. Lastly, technical skills are important for being familiar with tools, systems, and software used in service operations. It is also beneficial to be able to learn new technologies quickly and adapt to changing requirements and features.

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Bruna Lima

Especializando em Analista de BI | Supervisora Administrativa | Analista Administrativo | T&D | Gest?o de Recursos Humanos | Excel | Power BI
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Ent?o, uma das habilidades que foi bem plausível ter citado nesse artigo foi, a Comunica??o, podemos até confirmar que é considerada a mais precisa de todas as habilidades, porque saber utilizá-la de forma clara e objetiva faz com que as atividades de modo geral se concretizem.

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3 What are the challenges of operations support?

Operations support staff are faced with various demands, such as having to manage a high workload and pressure, customer satisfaction and expectations, teamwork and collaboration, as well as continuous learning and improvement. It is essential to understand the main tasks, skills, and challenges of operations support to be successful in this field or to enhance your current performance. This role requires dealing with tight deadlines and quality standards, frequent interruptions and changes in priorities, customers with diverse needs and backgrounds, conflicts among stakeholders, and keeping up with the latest trends and best practices. Ultimately, it is a rewarding role that can bring great satisfaction.

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Shubham Gupta

Commodities & Risk Management @ Maruti Suzuki | IMT Ghaziabad '24 (PGDM) | Summer intern- Bata
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When people talk about this, they often forget how people directly involved in service operations are put in continuous mental agony. For example, you are a part of a customer support team for a telecom company and a user calls and talks in foul language for a bad service, it is not the company bearing the direct brunt of it but the customer support executive. Extra support should be provided to such individuals.

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4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What does an operations support do?

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2

3

4

1 What are the main tasks of operations support?

2 What skills do you need for operations support?

3 What are the challenges of operations support?

4 Here’s what else to consider

Service Operations

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What does an operations support do?

1

2

3

4

1 What are the main tasks of operations support?

2 What skills do you need for operations support?

3 What are the challenges of operations support?

4 Here’s what else to consider

Service Operations

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