Customer Support Analyst Job in Austin 78727, Texas Us
Experis is seeking a Customer Support Analyst for a 12 month contract role in Austin, TX.
Description:
Contractor will be responsible for handling escalations for multiple
contact center tools and working with related departments to drive issues
to resolution. This role will require operational use of our Global
CRM Application, Genesys, SoftPhone, and our internal
systems-provisioning application. An ideal candidate will have experience
supporting large applications, supporting users, and working with an
extended team. A person in this position will handle escalations
requiring critical and creative thinking, as well as detailed analysis
skills.
Key Responsibilities:
- Interacting and responding to team managers and individual advisors on a day-to-day basis to handle escalations on contact center tools
- Taking ownership system-provisioning requests to ensure they are completed fully. Participates in a team which is the contact for all major on boarding initiatives and major application roll outs. Responsible for performing administrative application activities.
- These activities Include but are not limited to, editing worker records, managers, roles, and employee status within our internal systems-provisioning application.
- Escalate systems issues to the IT team and manage to resolution. Other activities as required by the team.
Required Skills:
- Non standard hours will apply Strong attention to detail and analytical focus
- Customer-oriented support skills Strong written and verbal communication skills
- Basic referential database knowledge would be beneficial
- Telephony experience preferred.
- Preferably has been or is currently employed as a contractor or employee at an contact center
