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Contact Center IS Support Specialist (SME)
We are looking for a new employees for the purposes of american owned essential oil company in the following position:
CONTACT CENTER IS SUPPORT SPECIALIST (SME)
Influencing stakeholder management skills.
Ability to meet deadlines, work under pressure, prioritize own workload and take ownership of problems
Works effectively alone and with a team
A good understanding of best practice for contact center IS processes
Ability to follow instructions, policies, and procedures
Ability to prioritize projects and adhere to deadlines
Strong computer and software skills
Methodical, logical, organized and flexible approach to work.
High level of attention to detail.
Process mapping and documentation skills and experience.
Exceptional attendance required
Impeccable work ethic
2 years hands on experience providing desktop support in a call center environment
Experience with Avaya voice solutions will be a plus
Install and configure computer hardware, operating systems, and applications
Monitor and maintain computer systems, networks, and Avaya telephone equipment
Address issues both face-to-face and remotely
Troubleshoot system and network problems. Diagnose and solve hardware issues (Windows and Mac)
Resolve and/or replace faulty hardware
Process RMA or warranty replacement of hardware
Document all hardware distributed, following approved processes
Provide support, including procedural documentation and relevant reports
Follow diagrams and written instructions to repair a fault or set up a system
Support the deployment of new applications
Set up new user accounts/profiles and deal with password issues
Respond and close tickets within approved SLA
Work continuously on tasks until completion
Prioritize and manage many open cases at once
Rapidly establish a good working relationship with employees, executives, and teammates
Provide operational/application support for Avaya One X Agent softphone, Avaya H.323 Hard phone and SIP call routing
Provide management with reports identifying actionable personal and market data
Generate and publish agent schedules
Optimize shift events to maximize staffing
Provide monthly staffing recommendations
Assist in Workforce Management projects
Provide the highest level of customer service and technical support to our Contact Center by managing, processing, and troubleshooting technical related concerns or issues.
doTERRA is the world s largest essential oil company with an annual revenue of over $2bn. Our Budapest based office plays a critical role in supporting our customers throughout Europe.
To apply please email your CV to [email protected] along with your preferred salary, the position you are applying for, and a possible start date