The Contact Center Analyst is responsible for providing initial triage and support for incidents and requests related to Conifer’s contact center technologies.
Additionally, they will see the tickets through to resolution or escalate them to senior team members as appropriate. This role is responsible for providing exceptional customer service to Conifer’s employees and assuring that incidents and requests are resolved in a timely manner.
Additionally, this position works with outside vendors to find resolutions to system issues in order to keep operational needs intact for the organization
Researching, diagnosing, and troubleshooting support issues for Conifer’s contact center technologies, including workforce and quality management, while providing thorough and timely resolution.
Assure that tickets are created for all incidents and requests and are properly categorized in the ticket management system.
Interface with the appropriate vendors for troubleshooting issues and seeing those issues through to resolution.
Assist with security audits on contact center operations software and hardware ensuring quality and consistent processes are followed.
Assist in obtaining operational metrics on the contact center technology systems.
Experience supporting telephony and / or a contact center technology, preferably inContact, is required.
Experience in computing or related technology areas.
Must have solid troubleshooting skills, the ability to take initiative, and have a track record of continuous learning.
Experience with IT service management and service delivery is preferred.
Experience working with 3rd party vendors on solutions is preferred.
Experience in technical customer service.
Experience supporting Workforce Optimization (WFO) products, especially from NICE Solutions or Verint, is highly desirable.
A leading fortune 500 Hospital and Healthcare company just opened it's Philippine office in Bonifacio Global City, Taguig.
Be part of the pioneer shared services team and make a positive impact to the community. We are a community built on care.
Our caregivers and supporting staff extend compassion to those in need, helping to improve the health and well-being of those we serve, and provide comf...
Ariel Cole 86% response rate, respond within a week Last active 29 / 10 / 2021
Singapore : Yolo Technology Pte Ltd. All Rights Reserved.
Philippines : Etos Adtech Corporation