Jobs in the United States

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Added just now
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Bachelor’s degree in Human Resources, Business Administration, Management, Organizational Development, Project Management, or equivalent work experience.
Added just now
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*This position is based at Access Services Headquarters in El Monte and requires a minimum of two (2) in-person workdays per week
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Columbus, OH · Austin, TX · Chicago, IL · Dallas, TX · Atlanta, GA · Houston, TX · Akron, OH · Birmingham, AL · Charlotte, NC · Indianapolis, IN · Minnetonka, MN · Cincinnati, OH
Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.
Added 1 min ago
TH
Managing Director Project Finance and Infrastructure
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Atlanta, GA · NY · Charlotte, NC · Houston, TX
- $125,000 to $275,000 USD / year
Huntington National Bank (“HNB”) is seeking Managing Director to originate and execute project financing, structured financing, and debt advisory within the project finance and…
Added 1 min ago
Video Peer Mentor - Federal Work Study
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Responsible for the overall management of one large $200MM + or an individual project with a high level of complexity or multiple construction projects. Key responsibilities, as described…
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Senior Associate Manufacturing
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Elevating critical and impactful events to management

Conservice LLC

Support Solutions Analyst

Logan, UT, United States
Salt Lake City, UT, United States

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Job details

Posting language: English

Original job description

About Conservice Connectivity

Conservice Connectivity (formerly Onboard) runs bulk internet programs for multi-family, single-family, and commercial properties nationwide. Based in Salt Lake City, Utah, we build, launch, support, and manage internet programs from contract negotiation through resident support. Our platform automates the operational, financial, and technical sides of these programs, and our support teams serve hundreds of thousands of residents. Property managers get a reliable internet amenity and a new revenue stream without taking on the day-to-day work of running it.

Department Overview

The Support Department provides customer service for residents and property management teams. The department handles customer inquiries, resolves service issues, and runs quality control across support interactions. Teams operate 365 days a year and are the main point of contact for residents and property teams. The department hires for both US-based and Philippines-based positions.

Position Overview

The Support Solutions Analyst leads high-profile and special projects, such as pilots, as assigned by Support leadership. Assigned projects can come from any client, property type, or service provider. For each project, the analyst builds the support processes, documentation, and training it needs, tests new approaches, and turns what works into repeatable processes for the wider Support team. Day-to-day support and standard processes stay with the broader Support team.

This is a project and process role, not a day-to-day escalation role. The analyst works closely with the Account Management team, the Enablement and Training team, the Project Management Office, Implementation, and Resident Marketing to launch new clients and properties, roll out changes to existing ones, and fix recurring problems at the root. Strong project management, data analysis, and written communication skills are essential.

This position is part of the Support Solutions Team within the Support Group and reports to the Support Solutions Lead.

Core Objectives

Build support processes for assigned high-profile and special projects
Prepare Support for assigned high-profile client launches and changes, so residents have a working support path on day one
Run assigned special projects and pilots, then turn the results into recommendations and repeatable processes
Find and fix recurring support issues tied to assigned projects through data analysis and cross-functional problem solving
Keep documentation, training, and knowledge base content for assigned projects accurate through launch and handoff to the broader Support team

Day-to-Day Responsibilities

Primary Responsibilities

Lead assigned continuous improvement projects focused on support workflows, policies, and resident experience
Take on special projects assigned by Support leadership, such as pilots, including planning, tracking results, and reporting outcomes
Partner with Account Management, PMO, and Implementation to prepare Support for assigned high-profile launches, including call paths, escalation contacts, and client- or property-specific procedures
Create training materials, knowledge base articles, and process documentation for assigned projects
Design escalation paths and response procedures for assigned projects, including service-impacting events such as outages and provider service changes

Additional Responsibilities

Coordinate with service providers on workflows and integration changes
Analyze support metrics, ticket trends, and client- and property-level data to spot problem areas and improvement opportunities
Support transitions affecting clients and properties, such as phone system changes, platform migrations, and provider switches
Work with Resident Marketing on resident-facing communication for changes
Partner with the Enablement and Training team to roll out training for new processes, tools, and pilot outcomes
Partner with the Account Management team to align on client needs, expectations, and changes that affect support
Facilitate cross-functional working sessions to gather requirements and agree on solutions
Present project updates and recommendations to Support leadership
Track deliverables and maintain project documentation in project management tools

Schedule & Availability

Operating Hours

US-based office hours on Mountain Time or Eastern Time schedule
Monday through Friday
Follows Conservice Connectivity corporate calendar

Schedule Flexibility

Full-time position
Work-from-home position with optional hybrid arrangement for those local to Salt Lake City
Must be available for cross-functional meetings and project collaboration sessions

Benefits Package

Work-from-home environment
Company-provided equipment (laptop, headset)
Company-sponsored health benefits
Paid time off and holiday pay
Employee recognition programs

Education & Experience

High school diploma or equivalent required
2+ years in a Support team, with increasing responsibility over time
Experience leading support projects or process improvement initiatives
Background in project management and cross-functional collaboration
Experience writing training materials and process documentation
Experience in a service-oriented or shared-services operations team, working with stakeholders across business units

Language Requirements

Professional written and verbal English communication skills
Professional written and verbal Spanish communication skills (for Spanish-speaking roles)
Clear pronunciation and strong listening comprehension
Strong written communication for documentation and stakeholder updates

Technical Requirements

Reliable high-speed internet connection (minimum 25 Mbps download and 10 Mbps upload)
Quiet, dedicated workspace
Proficiency in project management tools (Jira, Asana, or similar)
Data analysis skills, including advanced Excel or Google Sheets
Experience with process documentation and workflow design tools
Ability to build clear presentations for leadership
Familiarity with support platforms (Zendesk preferred)

Preferred Qualifications

Experience supporting residential properties or working with property management teams
Past customer service, call center, operations, or similar experience
Experience in early-stage startups, high-growth teams, or newly formed business units within larger organizations
Experience with Conservice Connectivity (formerly Onboard) support operations
Knowledge of the property management and telecommunications industries
Background in process improvement methods (Lean, Six Sigma)
Experience with change management and training development
Familiarity with data visualization tools (Tableau, Power BI)
Project management certifications (PMP, Agile/Scrum)

Geographic Requirements

United States Positions

Must be physically located in the United States
Must be legally authorized to work in the United States
Must work within Mountain Time or Eastern Time zone hours

Philippines Positions

Must be physically located in the Philippines
Must be legally authorized to work in the Philippines
Must work within US Mountain Time or Eastern Time zone hours (night shift)

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Jobs in the United States