Professional Services Operations Specialist

Job description

GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions and minimize risk. By taking a three-tiered, holistic approach for evaluating security posture and ecosystems, GuidePoint enables some of the nation’s top organizations, such as Fortune 500 companies and U.S. government agencies, to identify threats, optimize resources and integrate best-fit solutions that mitigate risk. Role and Responsibilities: - Manage the Security Solutions Salesforce Certinia Cases queue by overseeing the intake and workflow of service requests submitted through Salesforce's case management system. Monitor cases as they are initially assigned to the queue that matches the service offering, and re-assign ownership to individual service agents to work the case. - Create and maintain list views to manage the total workload and queue of cases, ensuring efficient tracking of workload and turnaround time. - Ensure cases move efficiently through the workflow and are assigned to appropriate service agents for resolution, while monitoring which internal users receive case email notifications. - Assist with scoping activities, proposal deve...