Contact Center Engineer Level 1

Overview

Position : Contact Center Engineer LVL1

Location : Tustin, CA.

Position Summary

Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software, or network problems.

Responsibilities

• Create and update User Accounts for Contact Center Systems - Freevoice, Genesys, etc..
• Support end users with contact center needs including desktop software support and hardware support
• Manage trouble tickets according to company established SLAs
• After hours and weekend support occasionally required
• Work with contact center related vendors to resolve issues
• Track and manage Contact Center assets
• Assist with optimizing existing processes
  

Qualifications

• Demonstrated ability to prioritize tasks and manage time wisely.
• Ability to work independently, analyzes data, and recommend appropriate actions with minimal supervision.
• Superior analytical, organizational, and problem-solving abilities.
• Resolution oriented with the ability to work in a team environment.
• Ability to work successfully in a fast-paced, high-pressure environment.
• Excellent written and oral communication and customer service skills.
• Good Documentation skills
• Ability to communicate effectively verbally as well as written
• Basic knowledge of Microsoft products
• Basic end user network trouble shooting
  

Desired Education/Experience

• High School Diploma or equivalent.
• 2+ years' experience desktop support
  

Other Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

[EOE/M/F/D/V. Drug-free workplace.]

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.