Call Center Technology Senior Analyst
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- Lake Mary, FL, United States
- Full-Time Technology
- Job # 546818
- Date posted - 2020-08-19
What you’ll be doing...
The Call Center Technology team is responsible to monitor and ensure the Bill to Cash call center systems are working correctly and are operational at all times. The Call Center Technology team works closely with GTS Technology and Operations partners (IT) to ensure the call center agent systems and applications are performing.
- Serve as a front line support contact of end-user issues with systems, applications and technology.
- Triage support tickets based on severity level and urgency.
- Maintain communication with call center agents and supervisor on progress of assigned case.
- Maintain team corrective action processes and documentation with knowledge management and issue tracking.
- Build and maintain strategic relationships with business unit leaders and key operations team stakeholders.
- Investigate and troubleshoot reported issues and champion escalations with GTS and technology partners on behalf of the business.
Flexible and able to work during assigned shift for normal support hours of 7am to 8pm ET Monday through Friday and 8am to 6pm ET Saturdays. Provide support as an “on-call” point of contact for Call Center Technology Team when assigned after normal hours.
What we’re looking for...
You'll need to have:
- Bachelor’s degree or four or more years of work experience.
- Three or more years of relevant work experience.
- Knowledge of basic call center technologies including IVR, Call Routing, IP Phone, Call Center reporting.
Even better if you have:
- Five or more years of call center experience.
- Experience with Cisco CCMP and UCCE IPACD systems.
- Experience in Microsoft Windows 10 and Google Suite applications.
- Strong analytical and reporting skills.
- Strong interpersonal communications skills.
- Strong organizational, time management and prioritization skills.
When you join Verizon...
You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
Moving the world forward together
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V team culture.
