The Role: Jr. Technical Operations Coordinator

Why Housecall Pro?

Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes.

We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. We care deeply about our customers and foster a culture where our company, employees, and Pros grow and succeed together. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros.

We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off 
• Equity in a rapidly growing startup backed by top-tier VCs
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

As a member of the Housecall Pro Internal Tooling team, you will assist, guide and coordinate operational processes associated with our mission of Championing the Pro to Success. As our Jr. Technical Operations Coordinator, you will often be the first interaction with internal stakeholders. The role of is extremely fast-paced, challenging, exciting, and stressful at times. Your day will go by quickly. At the same time, attention to detail is of the utmost importance. 

You will be closely monitoring all channels to make sure that you know what's going on with tickets and understand internal stakeholder requests. You will be working with stakeholders and the engineering team to set both technical and service expectations for all parts of operations. Your responsibilities will include routine and advanced IT tasks, assigned project activities, and documenting new processes and ensuring existing documentation is up to date. You will follow existing ticketing workflows, recommend improvements, and ensure smooth and well documented transitions through the process lifecycle to ticket resolution.

Responsibilities:

• First response on incoming stakeholder requests and issues, owning tickets to resolution
• Follow documented SOPs to perform routine administrative/IT/service-related tasks
• Recommend, update and create new SOPs
• Update and maintain issues, action items, and schedules to keep stakeholders informed of on-going project and request activities
• Work with the team to identify issues and risks, tracking and resolution
• Contribute to project delivery, including but not limited to, stand-ups, meetings, and working sessions
• Contribute to team accountability, timely completion of activities, and document meeting outcomes and actions
• Facilitate project related activities and communications
• Participate in activities and training for team development, contributing to project requirements and issues resolution, and leverage organizational resources where required
• Assist with team member on-boarding, off-boarding, exit and close down processes
• Document internal processes and procedures related to duties and follow up work or tasks
• Receive service request, incident and project tickets, participate in triage and prioritization
• Own tickets to ensure they are implemented and identify/escalate blockers
• Preparation of consolidated status reports when appropriate

Qualifications:

• Proven ability to successfully contribute to projects in a complex environment
• Must be organized and detail-oriented thinker
• Service-minded with strong communication and customer service skills
• Work well both in a team environment as well as individually motivated
• Positive attitude and confidence
• Ability to listen carefully to stakeholder requirements and function as their primary point-of-contact for problem identification and resolution for issues
• Ability to work through chaos while forwarding the mission to reduce chaos

Preferred Qualifications

• Salesforce experience, as well as other SaaS-based enterprise applications and tools
• Bachelor’s Degree and/or equivalent years of relevant job experience
• Experience in Information Technology or related field
• Understanding of project management and project management concepts

Compensation: $50,000-$55,000 base salary; Annual Bonus Potential + Equity

Founded in 2013, Housecall Pro champions home service professionals by giving them the tools to work simpler and grow smarter across all aspects of their business. Our core SaaS software platform helps Pros with scheduling, dispatching, job management, invoicing, payment processing, marketing, and more. We support more than 20,000 businesses and have over 400 ambitious, mission-driven, genuinely fun-loving employees in San Diego, Denver, and all over the world. If you want to do work that impacts real people, supported by a team that’ll invest in you every step of the way, we’d love to hear from you. 

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