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Call Center Support Tech

Duties & Responsibilities

The Call Center Support Tech position is the initial point of contact for troubleshooting call center related problems. The technician must provide routine and emergency support to end users on a variety of issues. Responsibilities for the position include identifying, researching and resolving user issues, call ownership, as well as the documenting, tracking and monitoring of problems to ensure timely resolution. The ability to recognize and escalate priority issues and translate technical terms into non-technical language is critical to the success of this role. The technician must exercise independent judgment, as well as demonstrate a continuous positive attitude and be a team player.


Specifically, the Call Center Support Tech will:

·         Develop an understanding of the sales and business processes to develop lead management solutions

·         Monitor real-time lead distribution, status, and dashboards

·         Administer lead imports/exports, prioritization and distribution strategies

·         Manage lead filtering, email strategy, Velocify actions, lead status, calendar events and scripts

·         Manage account provisioning within Velocify (Users, Groups, Roles and Permissions)

·         Maintain/ install headsets and telecom software (i.e. five9 and soft phones)

·         Communicate identified risks to leadership and team members

·         Create and maintain telecom system tools that improve the end user experience

·         Working with IT, monitor overall system performance and communicate system changes, outages or planned maintenance windows

·         Experience with implementing VoIP Call Center solutions is required - Applicants with experience deploying and/or managing Five9 Call Center solutions are preferred

·         Strong knowledge of CRM and Lead Management solutions is preferred

·         Strong combination of project management, customer interaction and technical call center skills

Minimum Requirements:

·         College degree preferred

·         Previous call center experience preferred

·         Computer proficiency, with focus on MS Excel

·         Ability to apply logic, mathematical concepts and calculations

·         Strong mathematical, analytical, communication and interpersonal skills, strong customer-service skills including courteous telephone etiquette, and strong negotiation skills with sense of urgency in mind

·         Ability to interpret policies and procedures and communicate effectively

·         Ability to make decisions and exercise good judgment in a complex and rapidly changing environment

·         Understanding of call center specific hardware (i.e. headsets and telecom phones)

·         Capability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures

·         Ability to work under stress and pressure and respond to inquiries with tact, diplomacy and patience

·         Ability to work in a team environment

·         Ability to exercise discretion on sensitive and confidential matters

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