Job Title: Contact Center Analyst (Networking & Customer Service )

Position Type: 11 Months Contract

Location: Mason, OH

Pay-rate: $20/hr on W2

TOP SKILLS:

• Strong Customer Service orientation.
• Networking Admin Exp.

MAJOR DUTIES AND RESPONSIBILITIES -

• Tier 2 support of NA Customer Care Systems to include Genesys suite of solutions, supporting adjunct applications and IVR self-service platforms.
• Participate in departmental on-call rotation to include after-hours and weekend support. (24/7)
• Act as liaison between the business and IT to communicate, follow-up and escalate system issues.
• Work closely with vendor partners to drive problem resolution, identify root cause and support after hours incident mitigation work
• Manage all NACC Agent desktop equipment and software image profiles. Duties include procurement of equipment, management of overall NACC equipment inventory (cpu, monitor, cables, mice, keyboard, headsets), Building of all new hire agent workstations, management of all 4 NACC training room equipment and network setup.
• Serve as a system administrator for various call center technologies (Oracle, Genesys, Custom NA IT solutions)
• Work closely with the corporate IT Networking department on Contact Center infrastructure and channel configuration. (email,/chat integration, service account creation, vpn access, etc. )
• Act as backup to Senior Business Systems Analysts
• Perform Project Management duties or participate in contact center IT project management efforts supporting core Customer Care initiatives within North America
• Management and procurement of contact center equipment to support growth and RTB equipment maintenance.

BASIC QUALIFICATIONS

• High School diploma
• 3-5 years' experience supporting a medium to large-scale Contact Center environment
• Excellent verbal and written communication skills
• Strong Customer Service orientation.