Sr. Operations Assistant (NOC Support Specialist (Tier 1))

Summary:

The (NOC Support Specialist (Tier 1)) is part of Pearce’s Network Operations Center and is responsible for frontline operational support across EV portfolios. This role focuses on intake and management of new issue tickets, triage cases, work order creation, and end-to-end follow-ups to drive timely resolution. The position also requires handling live calls from EV customers, on-site technicians, and customer support when needed.

Job Title-Sr. Operations Assistant

Key Responsibilities:

• Receive and manage new issue tickets and triage cases across assigned EV portfolios.

• Create, update, and manage work orders, ensuring accurate documentation within the Customers platform.

• Perform initial issue assessment and Tier 1 troubleshooting to determine next steps or escalation.

• Conduct end-to-end follow-ups on active work orders to ensure progress and closure.

• Take inbound calls from:

• EV customers at site

• Field technicians on site

• Manufacture Support Teams

• Customer support teams

• Provide clear status updates to customers, Regional Managers, and internal stakeholders.

• Escalate issues to Tier 2 or leadership based on defined NOC escalation criteria.

• Ensure all actions, notes, and updates are properly documented in NOC systems.

• Support adherence to NOC SOPs, call flows, and escalation processes.

Skills & Qualifications:

• Strong written and verbal English communication skills required, with the ability to communicate clearly, confidently, and professionally under pressure.

• Non-technical

• Prior experience of 1.5 yrs. To 3 yrs. in NOC, technical support, operations, or customer support environment is preferred.

• Ability to quickly assess issues and make sound decisions in a live operational environment.

• Comfortable handling customer and technician calls while managing multiple open cases.

• Strong attention to detail and documentation accuracy.

• Proficient in computer navigation and multi-system workflows.

• Willingness and ability to work rotating shifts, including evenings, nights, and weekends as required.

• Team Collaboration

• Shift handover discipline

• Follow company safety, data security, and compliance standards while handling customer and operational data.