Raiya Voice Team Administrative Assistant  

Summary:

The Raiya Voice Team Administrative Assistant role is responsible for supporting, providing reporting, analytics, and data management related to the implementation and support of the Ylopo Raiya Voice product.

Team members well-suited to this role will have a track record of being client-focused and providing exceptional service, both internally and externally within an organization. Attention to detail and exceptional organizational skills are a must. This role requires excellent communication skills, both through email/tickets and over the phone. Candidates do not have to have prior experience working at software or marketing companies, but should be willing to learn the intricacies of the Ylopo product and understand how to guide clients through setup to use the product effectively. Most importantly, we’re looking for candidates who are quick-thinking, detail-oriented, patient, positive, and thoughtful.

Responsibilities:

• The primary responsibility of this role is to provide support to the Ylopo Raiya Voice Team via administrative and reporting tasks
• Manage all Raiya Voice team reporting (daily, weekly and monthly)
• Conduct outreach as needed to remove client roadblocks (both individual outreach and via mass communication)
• Respond (via phone/email/text) to all clients in a timely manner to provide a high level of customer support
• Process various intake forms
• Data entry into Ylopo’s systems of record
• Ability to process new implementation and assist team members in troubleshooting
• Speak confidently and professionally with team members and, at times, clients
• Serve as subject matter expert for Raiya Voice Setup Process and Reports
• Support leadership in keeping Raiya Voice training materials are up to date
• Learn the ins and outs of Ylopo product
• Collaborate with sales, billing, marketing, international, and technical teams on special projects/phone outreach campaigns as needed

Specific Tasks:

• Manage Raiya Voice Reporting
• Daily, weekly, monthly reports
• Create and/or maintain forms related to Raiya Voice
• Organize and update team files, resources and trackers including meeting minutes, announcements, trainings, etc.
• Manage client outreach, particularly mass communications
• Assist Raiya Voice team members in troubleshooting
• Ensure all Raiya Voice tickets are properly distributed and worked
• Support Team Leads in identifying process gaps with regard to support ticket distribution
• Support the team as needed should team members be out of office by providing coverage and flexibility in completing tasks
• Assist leadership in pulling up data for the Weekly Coaching sessions and update the Weekly Coaching sheet
• Special projects may be assigned

• Previous experience in a data analytics or administrative role
• Professional manner
• Consistent work habits and strong work ethic
• Strong organizational skills and attention to detail
• Ability to multitask, and work independently toward deadlines
• Strong written and verbal communication skills, ability to work well in a small group setting
• Positive demeanor, trustworthy character
• Ability to take the initiative and see projects and tasks through to completion
• Strong phone skills
• Advanced knowledge of Excel or similar

System Requirements:

• Processor should be 2 ghz and above, Intel core 5/7 or equal is highly required
• MUST have the latest Operating System
• Ram should be at least 16 gig with 100 gb Free disk space
• MUST have a back-up Computer with the same specs as the main device
• A Headset with noise cancelling feature is a must
• At least 20 mbps & up wired connection for main isp
• Back up internet is a must (pocket wifi, prepaid wifi etc. but strictly no USB Sticks allowed)
• Back up power source

Shift Schedule: 9AM - 6PM Pacific Standard