Note: The job is a remote job and is open to candidates in USA. EPITEC is seeking a senior IT Operations Support Specialist to support customer success operations through fleet analytics, reporting, onboarding, and process improvement. The role coordinates cross-functional activities, maintains operational documentation, and generates insights to improve customer engagement and business outcomes.
Responsibilities
- Analyze fleet health data, equipment performance trends, and recurring operational issues
- Identify high-risk equipment and emerging fleet concerns through data analysis
- Prepare fleet performance summaries and customer-ready review materials
- Support alert monitoring, triage activities, and prioritization of customer follow-up actions
- Assist Customer Success Managers with fleet insights that drive customer engagement and proactive decision-making
- Develop and maintain customer health reports and fleet performance dashboards
- Prepare monthly customer reports, presentations, and executive summaries
- Track customer adoption, engagement, and key performance indicators (KPIs)
- Maintain reporting processes and ensure data accuracy across customer accounts
- Generate actionable insights to support customer success initiatives and business growth
- Coordinate onboarding activities for new customers and operational sites
- Assist with customer setup, documentation, and onboarding workflows
- Maintain onboarding checklists, process documentation, and operational guides
- Support development of training materials and user enablement resources
- Ensure customers have a smooth and consistent onboarding experience
- Maintain Customer Success templates, playbooks, standard operating procedures, and best practices
- Track customer action items and support follow-up activities
- Partner with Customer Success, CARE, Product, Engineering, and regional teams to coordinate operational activities
- Support process improvement initiatives that enhance scalability and operational efficiency
- Assist in documenting and standardizing Customer Success processes globally
- Maintain customer records, operational trackers, and program documentation
- Support recurring reporting and governance requirements
- Assist with preparation for operational reviews and internal stakeholder meetings
- Contribute to continuous improvement efforts that strengthen Customer Success programs and customer outcomes
Skills
- Bilingual in English and Spanish (written and verbal)
- Bachelor's degree or equivalent work experience
- Strong analytical, reporting, organizational, and problem-solving skills
- Experience supporting customer success, customer operations, reporting, onboarding, or related business functions
- Ability to manage multiple priorities and coordinate across cross-functional teams
- Strong customer service and communication skills
- Proficiency with Microsoft Office Suite, including Excel and PowerPoint
- Experience creating reports, presentations, and customer-facing materials
- Comfortable working independently in a remote environment
- Experience with fleet analytics, fleet operations, equipment monitoring, telematics, or related industries
- Experience supporting SaaS, digital solutions, customer success, or operational programs
- Familiarity with KPI development, dashboard reporting, and customer engagement metrics
- Experience working with global customers and cross-functional teams
- Background in mining, industrial equipment, fleet management, or connected asset technologies is a plus
Benefits
- 80 hours paid time off
- Paid holidays
- Medical insurance contributions
- Dental vision
- Our 401k retirement savings plan
Company Overview
Company H1B Sponsorship