Real-Time Operations Support Specialist

Shell Mobility & Convenience - Timewise; Houston (TX); On-site; USD 52,000 - 78,000; Full time

Job summary

Timewise, a Shell Mobility & Convenience partner, is seeking an Operations Support Specialist in Houston to provide frontline support to store operations, monitor equipment, and coordinate resolutions across a multi-site retail operation.

As a key member of the Call Center/RTOC, you will communicate with store personnel, maintenance teams, field technicians, vendors, and leadership to reduce downtime and ensure a safe, reliable customer experience across our network.

Qualifications

• Must have strong communication and customer service skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Detail-oriented with excellent organizational skills.
• Ability to work independently while collaborating with a team.
• Experience in call center, dispatch, or maintenance coordination is preferred.

Responsibilities

• Serve as a daily support partner for store personnel by answering calls, monitoring requests, reviewing emails, and helping resolve equipment, technology, and facility issues.
• Use remote monitoring and troubleshooting platforms such as Insite360, NetOps, Titan Cloud, NinjaOne, and related tools to identify issues, validate alarms, restore connectivity, and support asset uptime.
• Manage an assigned site list with a focus on reducing downtime, following up on open issues, and ensuring work orders move efficiently from intake to completion.
• Work closely with RTOC teammates, maintenance leadership, field technicians, contractors, vendors, and store teams to diagnose issues and determine the best path to resolution.
• Attempt remote resolution where possible by walking store personnel through troubleshooting steps, reviewing system status, and using available tools before dispatching field support.
• Dispatch TPG technicians or approved contractors when remote resolution is not possible, ensuring the work request includes clear notes, priority, site details, and issue history.
• Provide backup dispatch coverage when needed by answering calls, creating and assigning work orders, monitoring urgent requests, and escalating critical issues.
• Support the continued development of the RTOC by helping improve processes, documentation, escalation paths, and day-to-day operating routines.
• Assist with special projects assigned to the Maintenance Department, including technology rollouts, asset monitoring improvements, data cleanup, vendor coordination, and operational support initiatives.
• Bring curiosity, urgency, and ownership to a fast-paced environment where each day presents new opportunities to support our stores and protect the customer experience.

Skills

Strong communication

Customer service

Multitasking

Attention to detail

Team collaboration

Microsoft Office

Education

High School Diploma or GED

Tools

Verifone

Gilbarco Veeder-Root

Work order systems

Job description

Timewise, a Shell Mobility & Convenience partner, is seeking an Operations Support Specialist in Houston to provide frontline support to store operations, monitor equipment, and coordinate resolutions across a multi-site retail operation.

As a key member of the Call Center/RTOC, you will communicate with store personnel, maintenance teams, field technicians, vendors, and leadership to reduce downtime and ensure a safe, reliable customer experience across our network.