Description
This position is a key member of Customer Command Center responsible for providing 24×7 operational support for Contact Centers. You will monitor, provide application tool/support, real time performance analysis of system health and oversight of contact center queues. You will work under minimal supervision and rely on experience and discernment to plan and accomplish work duties.
RESPONSIBILITIES:
- Recognize and initiate low to severe agent service blocking issue affecting agent tools using application, network and service dashboards to technical support teams. Ensure incidents are resolved to the customer’s satisfaction and accordingly to SLA.
- Ensure a consistent method of incident management is followed, including diagnostics, classification, escalation paths and communication protocols to drive. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary.
- Work with highly technical staff supporting Windows, LINUX, UNIX and SQL production servers and network devices.
- Drive complicated system related issues to resolution across multiple services and groups with little or no supervision.
- Quickly and effectively learns new systems to rapidly identify potential disruptions and solutions to assist the reduction of MTTR and/or prevent future service interruptions.
- Real-time monitoring of critical business operations and performance indicators at an interval level- call volumes, average handle times, queue time, call center agent availability, call center
QUALIFICATIONS:
- Possess work experience in a dynamic 24×7 production, mission critical, revenue and ever-changing environment.
- Ability to initiate and execute problem solving in systems, procedures, reports or analysis, where the area is somewhat defined.
- Proven ability to troubleshoot small to complex systems with an emphasis on Agent Tools/e-Commerce emphasis.
- Be a critical thinker who can contribute to challenging assignments in a business-critical environment.
- Flexible working hours to cover all times for support if needed in a 24×7 environment
- Excellent verbal and written communication and comprehension skills.
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
- Service and delivery oriented focused on achieving results.
- Ability to multitask, work under pressure to fixed deadlines with a flexible approach to working hours to meet deadlines.
WORK EXPERIENCE AND EDUCATION GUIDELINES
- Possess 2+ years’ experience in a 24×7 operations role. Command Center, NOC, Production Operations role preferred
- degree in Computer Science, IT, or equivalent demonstrated work experience with an emphasis towards operation support
Details
- Listing categories Support services / General