Operations Intern

Operations Intern

Reports to: Sr. Business Unit Manager
Department: Operations

Job Summary:

The Intern role will work in light with the Technical Support Team and serve as the first point of contact for all customer support needs, managing intake, triage, and resolution of customer and infrastructure tickets. This position is responsible for troubleshooting, escalating, or resolving technical issues while maintaining accurate documentation. The role involves tracking KPIs, maintaining knowledge base articles, providing on-call technical support, and ensuring effective incident response communication. Additionally, this role will be responsible for order fulfillment, physical count, and shipping & receiving.

In order to contribute to RCS’ award-winning sales and customer service, all employees live by RCS’ Core Values:

  1. Do the right thing
  2. Be fun to work with
  3. Take Ownership

Key Duties and Responsibilities:

Create, Triage, and Update Customer and Infrastructure Tickets

  • Serve as the first point of contact for customer inquiries, technical issues, and infrastructure support requests.
  • Accurately create, categorize, and prioritize tickets based on customer needs and Service Level Agreements (SLAs).
  • Gather necessary information to assess, resolve, or escalate customer issues.
  • Ensure all customer interactions are properly logged and documented.

Document, Troubleshoot, Escalate, or Resolve Tickets

  • Provide on-demand troubleshooting support via phone, email, and remote assistance.
  • Utilize diagnostic tools and available documentation to resolve issues efficiently.
  • Escalate complex issues to higher-tier support, vendors, or developers when necessary.
  • Maintain detailed records of resolutions and escalate recurring issues for long-term fixes.

Phone and Ticket KPIs

  • Meet or exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.
  • Track and report on ticket handling metrics, ensuring adherence to SLAs.
  • Optimize workflows to improve efficiency in resolving customer issues.

Maintain Knowledge Base Articles and Internal SOPs

  • Develop, update, and maintain knowledge base articles to improve customer self-service options.
  • Document troubleshooting steps and standard operating procedures (SOPs) for internal use.
  • Work with team members to ensure all support documentation is current and accessible.

Order fulfillment, Physical Count, and Shipping & Receiving

  • Receive incoming shipments; inspect, verify, and record incoming shipments in system of record following defined procedures.
  • Package and ship outgoing orders; prepare label and coordinate shipments, ensuring timely and accurate deliveries. Update system of record following define procedures.
  • Track, organize, and maintain inventory records for shipped and received items. Keep storage areas clean, organized, and compliant with safety standards.
  • Handle returns and exchanges, ensuring proper documentation and inventory adjustments.
  • Record shipping discrepancies, damages, or lost items and report them as needed.

Incident Response Communication

  • Ensure clear and timely communication with customers during critical incidents.
  • Provide status updates and resolution timelines to affected stakeholders.
  • Coordinate with internal teams to manage and document incident response efforts.

 

Ideal Candidate:

Required Skills and Abilities

  • Exceptional customer service skills with strong verbal and written communication.
  • Strong analytical and problem-solving abilities in a fast-paced support environment.
  • Ability to work independently and escalate appropriately when needed.
  • Attention to detail and strong organizational skills for managing ticket documentation.
  • Proficiency in Microsoft Office Suite, Google tools, and CRM or ticketing systems.
  • Ability to work effectively in an on-call rotation.

Education and Experience

  • High School Diploma or higher.
  • Minimum of 1 year of customer service experience, preferably in technical support.
  • Experience in a help desk, service desk, or retail support role is a plus.
  • Familiarity with IT troubleshooting, ticketing systems, and remote support tools.
  • Training or experience with ConnectWise or similar service management platforms is a plus.

Working Conditions

  • Located and able to work in the US primarily from an RCS-based office space in NH, optional remote days possible but not guaranteed. Remote employees should adhere to the Work At Home Policy.
  • Primarily in an office environment, talking on the phone 70% of the day and working on a computer 90% of the day. Occasional long work hours outside of normal work days in order to meet deadlines.
  • Will be expected to travel as needed on company business.

 

Work hours: 3:00pm-8:00pm EST but to be determined based on needs

Hourly wage: $18.00-$20.00, dependent on experience.

Please submit your resume and a cover letter to amurphy@retailcontrolsystems.com