Contact Center Careers

Philippines

JOB DESCRIPTION

We are looking for a Full-Time Technical Support Specialist to join our team to service one of our US campaign accounts. The Technical Support Specialist will be responsible for monitoring system activity and functions ensuring resolution and documentation of systems problems are resolved in an efficient, timely, and accurate manner during assigned shift; provide a single point of contact for customers needing problem resolution to a variety of phone or computer system issues; escalate to appropriate resources any issue not deemed within the scope of the department and follow issue to confirm final resolution is made for the customer; assist in the development and implementation of tools and procedures to enhance the monitoring and escalation process.

Daily Duties:

Tech Connect Help Desk- Provide a single point of contact for customers needing to resolve problems with their phone or computer systems by receiving service requests via phone or chat, and logging such service requests in a complete, concise manner.

• Determine if the service request is within the department's scope of responsibility, if so, analyze and handle the request, assisting the customer until the problem is resolved.
• Direct other service requests not handled by Tech Connect to the appropriate resources to resolve the problem, then follow the problem until final resolution for the customer, ensuring work orders have been addressed and properly closed out.
• Guarantee that high levels of customer satisfaction are provided during each point of contact with customers.
• Immediately notify appropriate individuals of any problems that could potentially impact production activities and follow escalation to keep impact minimal.
• Update information on service requests as necessary, and close out service requests when customers' problems have been resolved.
• Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures.
• Set up conference bridges for customers, both on scheduled and emergency basis, ensuring that necessary conference bridge information is distributed to appropriate individuals in a timely manner.
• Compile and generate service request management and trending reports, as requested.

Technical Problem Resolution - Research and resolve basic problems escalating to appropriate departmental staff any issues that may adversely impact system.

• Provide a single point of contact for departmental staff to ensure system issues are resolved by following problem from beginning to final resolution.
• Continuously strive to provide accurate and timely evaluation of problems and recommend alternative solutions to supervisor.
• Strive to enhance the relationship with department and internal staff ensuring the highest quality, responsive service possible is provided.
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Process Development - Develop new tools and procedures that are aimed toward system and call processing maintenance.

• Assist in the development and implementation of tools and procedures to enhance monitoring and escalation process.
• Identify processes that can be automated.
• Assist with documenting and communication of new tool processes and procedures with departmental staff.
• Maintain the library of call processing system software configuration files and provide updates as system conditions change.
• Assist with testing and installation of new programs and procedures.
• Monitor and control access to various sub-systems where applicable thus providing a controlled System.

Team Interfaces/Customer Service -Establish and maintain a professional relationship with internal/external customers, team members and department contacts.

• Cooperate with team members to meet goals or complete tasks.
• Provide quality customer service that exceeds customer expectations and improves level of service being provided.
• Treat all internal/external customers, team members and department contacts with dignity/respect.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.

Work Experience:

• Minimum two years of experience in a network operations or technical support environment required.

• Time Spent in pursuit of a degree (e.g., Associates, etc.) can be substituted in lieu of experience requirements.

Technical:

• Knowledge of Windows operating systems preferred.

• Knowledge of PC/LAN environments preferred.

• Knowledge of Genesys PureConnect and/or Avaya preferred.
• Powershell scripting, C, Windows systems preferred.

Other:

• MS Outlook at an intermediate level required
• MS Teams at an intermediate level required
• MS Word at an intermediate level required
• MS Excel at an intermediate level required

Philippines

JOB DESCRIPTION

We are looking for a Full-Time Business Support Specialist 1 to join our team to service one of our US campaign accounts. The Business Support Specialist 1 will be responsible for generating reports as requested in a timely and accurate manner; responsible for basic report creation and data manipulation within assigned business units and/or client systems; conduct research and compile data for report preparation; enter customer orders and returns in a timely and accurate manner; assist team members in researching customer order status, shipping status, and other order or return duties as needed.

Daily Duties:

Report Functions - Generate reports as requested in a timely and accurate manner while adhering to corporate and departmental policies and procedures.

• Responsible for basic report creation and/or data manipulation within assigned business units and/or client systems ensuring reports meet business or client needs.
• Conduct research and compile data for report preparation.
• Reconcile invoices with orders, credits and commission statement to ensure proper shipment and payment of products.
• Create presentations for customer/client meetings in a timely and accurate manner.
• Prepare reports, identify and resolve discrepancies.
• Distribute reports as requested by supervisor.

Order Processing - Enter customer orders and returns in a timely and accurate manner adhering to department policies, procedures, and guidelines.

• Assist team members in researching customer order status, shipping status and other order or return duties, as needed.
• Contact appropriate parties as needed to investigate or troubleshoot problems, escalating to supervisor any situation outside the employee's control that could adversely impact the services being provided.
• Follow up on all tasks to completion.

Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts.

• Cooperate with team members to meet goals or complete tasks.
• Provide quality customer service that exceeds customer expectations and improves level of service being provided.
• Treat all internal/external customers, team members and department contacts with dignity/respect.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.

Job Requirements:

• Minimum one year experience of general clerical or operations experience in an office environment required.
• Minimum one year experience creating reports preferred.
• Intermediate of MS Word and Excel peferred.

Philippines

JOB DESCRIPTION

We are looking for a Full-Time Business Support Specialist 1 to join our team to service one of our US campaign accounts. The Business Support Specialist 1 will be responsible for generating reports as requested in a timely and accurate manner; responsible for basic report creation and data manipulation within assigned business units and/or client systems; conduct research and compile data for report preparation; enter customer orders and returns in a timely and accurate manner; assist team members in researching customer order status, shipping status, and other order or return duties as needed.

Daily Duties:

Report Functions - Generate reports as requested in a timely and accurate manner while adhering to corporate and departmental policies and procedures.

• Responsible for basic report creation and/or data manipulation within assigned business units and/or client systems ensuring reports meet business or client needs.
• Conduct research and compile data for report preparation.
• Reconcile invoices with orders, credits and commission statement to ensure proper shipment and payment of products.
• Create presentations for customer/client meetings in a timely and accurate manner.
• Prepare reports, identify and resolve discrepancies.
• Distribute reports as requested by supervisor.

Order Processing - Enter customer orders and returns in a timely and accurate manner adhering to department policies, procedures, and guidelines.

• Assist team members in researching customer order status, shipping status and other order or return duties, as needed.
• Contact appropriate parties as needed to investigate or troubleshoot problems, escalating to supervisor any situation outside the employee's control that could adversely impact the services being provided.
• Follow up on all tasks to completion.

Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts.

• Cooperate with team members to meet goals or complete tasks.
• Provide quality customer service that exceeds customer expectations and improves level of service being provided.
• Treat all internal/external customers, team members and department contacts with dignity/respect.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.

Job Requirements:

• Minimum one year experience of general clerical or operations experience in an office environment required.
• Minimum one year experience creating reports preferred.
• Basic knowledge of MS Word and Excel preffered.