Operations Support Specialist

Job Title: Operations Support Specialist

Type: Contract To Hire

Compensation: $23.00 - $25.00

Work Model: Remote – offsite

Hours: 40.0

Security Clearance: Not specified

Operational Support Specialist to support the day-to-day operations of the Authorized Training Partner (ATP) program. This is a non-technical, operations-focused role centered on managing email communications, maintaining accurate CRM records, supporting approval workflows, and ensuring timely follow-up with instructors and partners.

The ideal candidate has 2–3 years of customer service or operational support experience, strong written communication skills, and experience managing a high-volume email inbox and documenting activities in a CRM. This person should be comfortable working independently, following established processes, and using creativity and sound judgment to resolve issues and improve workflows.

Key Responsibilities

• Manage daily ATP Trainer inbox operations, including reviewing, categorizing, prioritizing, and responding to inquiries.

• Provide timely and professional email support to instructors, training partners, and other stakeholders.

• Maintain accurate and detailed records of inquiries, requests, and resolutions within the CRM.

• Support PDU and certification course approval workflows, ensuring requests are properly reviewed, documented, and routed.

• Assist with instructor onboarding, badge management, and other ATP program administrative activities.

• Review and categorize emails and requests according to established processes, templates, and escalation paths.

• Identify issues requiring escalation and ensure they are routed to the appropriate team member.

• Communicate with internal teams and external partners to gather information and move requests toward resolution.

• Follow documented procedures while identifying opportunities to improve efficiency, consistency, and customer experience.

• Support EPP administration and other program-related operational activities as needed.

• Maintain organized documentation and ensure information in the CRM is accurate and up to date.

• Use available technology and AI tools to improve categorization, workflow efficiency, and operational processes.

Qualifications

• 2–3 years of customer service, operations, administrative, or program support experience.

• Experience managing a company or department email inbox and handling multiple requests simultaneously.

• Hands-on experience using a CRM to document customer interactions, requests, and resolutions.

• Strong written communication skills with the ability to communicate professionally and clearly through email.

• Highly organized with strong attention to detail and follow-through.

• Ability to work independently with minimal supervision.

• Strong problem-solving skills and the ability to use good judgment when determining how to handle requests.

• Comfortable following established processes while also identifying opportunities for improvement.

• Dependable, punctual, and able to consistently work 8:00 AM–5:00 PM EST.

• Experience with AI tools or email categorization/workflow tools is a plus.

• Experience supporting training programs, certifications, professional development, or partner programs is a plus.

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Ref: #431-IT Tampa

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.