The Role::
Provide support for various customer care infrastructure platforms and applications like PABX, IVR, CRM etc. Design, develop and deploy various automated solutions specific to customer service/care space so as to provide a rapid response in a mission critical customer service environment and reduce support turnaround times.
Qualifications and Requirements::
Provide first line support to the various operational systems in Customer Care.
Provide first line and second line support to all in-house built office automation applications.
Create and Develop systems, software or applications which can support the ad hoc business needs.
Be on call to support/ resolve issues with mission critical applications during off-duty hours and planning ,revising and implementing changes on contact center infrastructure in such a way so as to have least impact on the business/operations
Preventive maintenance for applications and in-house data marts.
Provide first line support to all technical infrastructure in Customer Care i.e. desktop computers , printers , laptops, telephones etc.
Create, test and deploy outbound campaigns in CRM based on inputs provided by the requesting department or division.
Administer resource groups in CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD
Administer call outcome codes in the CRM.
Administer Service request types and task types in CRM.
Build and maintain operational CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD reports, as per the business needs that includes but not limited to agent contact center performance , TT reports , Quality reports etc
Configure and build CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD real time screens.
Configure and handle graphical CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD Interface.
Provide first line support for the CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD systems in terms of configuration and set up.
Develop customized contact routing scripts on the ACD AACC, AAEP AAOD and POM and maintenance of such developed scripts.
Undertake changes to the ACD AACC, AAEP AAOD and POM scripts as required.
Undertake System and Process Optimization/automation so as to come up with innovative tools or methods for streamlining and automating CCD procedures.
Other duties as directed by supervisor or other superiors.
Qualifications:
Good verbal and written English language skills.
Analytical skills
Ability to work effectively under pressure
Ability to work effectively under pressure
Minimum 2 Years experience in supporting a customer service environment.
Minimum 2 Years experience in configuring, maintaining contact center solutions that have the following key components or their equivalents
Avaya CS1000 PABX
Avaya CCMS
Avaya AEP IVR
Tele Opti WFM
Avaya WFO or Verint ACR/QM
Bachelor degree in IT / Communications or a related discipline from a recognised tertiary institution.
Strong knowledge of ACD and Contact Centre systems, products and services.
Technical skills (PC troubleshooting and networking, NT, MS2000 OS knowledge, programming for Web applications and VB 6.0/VB.net, Oracle PL/SQL, Forms 6i/Jdeveloper, discoverer, Windows Server 2008, SAP Crystal Reports, IIS, SQL Server(Querying and administrating) and ASP.NET)
Experience in working with Oracle E business suite/siebel CRM and Contact Centre systems , from a support perspective
Experience in creating campaigns using campaign execution solutions like Avaya POM etc.
Strong knowledge Contact Centre solution components, products and services
Employer want to submit job applications through their website at: Apply Online
Provide support for various customer care infrastructure platforms and applications like PABX, IVR, CRM etc. Design, develop and deploy various automated solutions specific to customer service/care space so as to provide a rapid response in a mission critical customer service environment and reduce support turnaround times.
Qualifications and Requirements::
Provide first line support to the various operational systems in Customer Care.
Provide first line and second line support to all in-house built office automation applications.
Create and Develop systems, software or applications which can support the ad hoc business needs.
Be on call to support/ resolve issues with mission critical applications during off-duty hours and planning ,revising and implementing changes on contact center infrastructure in such a way so as to have least impact on the business/operations
Preventive maintenance for applications and in-house data marts.
Provide first line support to all technical infrastructure in Customer Care i.e. desktop computers , printers , laptops, telephones etc.
Create, test and deploy outbound campaigns in CRM based on inputs provided by the requesting department or division.
Administer resource groups in CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD
Administer call outcome codes in the CRM.
Administer Service request types and task types in CRM.
Build and maintain operational CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD reports, as per the business needs that includes but not limited to agent contact center performance , TT reports , Quality reports etc
Configure and build CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD real time screens.
Configure and handle graphical CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD Interface.
Provide first line support for the CRM, AACC, Teleopti, eLearning, ACR, QM, Remedy, AAEP AAOD systems in terms of configuration and set up.
Develop customized contact routing scripts on the ACD AACC, AAEP AAOD and POM and maintenance of such developed scripts.
Undertake changes to the ACD AACC, AAEP AAOD and POM scripts as required.
Undertake System and Process Optimization/automation so as to come up with innovative tools or methods for streamlining and automating CCD procedures.
Other duties as directed by supervisor or other superiors.
Qualifications:
Good verbal and written English language skills.
Analytical skills
Ability to work effectively under pressure
Ability to work effectively under pressure
Minimum 2 Years experience in supporting a customer service environment.
Minimum 2 Years experience in configuring, maintaining contact center solutions that have the following key components or their equivalents
Avaya CS1000 PABX
Avaya CCMS
Avaya AEP IVR
Tele Opti WFM
Avaya WFO or Verint ACR/QM
Bachelor degree in IT / Communications or a related discipline from a recognised tertiary institution.
Strong knowledge of ACD and Contact Centre systems, products and services.
Technical skills (PC troubleshooting and networking, NT, MS2000 OS knowledge, programming for Web applications and VB 6.0/VB.net, Oracle PL/SQL, Forms 6i/Jdeveloper, discoverer, Windows Server 2008, SAP Crystal Reports, IIS, SQL Server(Querying and administrating) and ASP.NET)
Experience in working with Oracle E business suite/siebel CRM and Contact Centre systems , from a support perspective
Experience in creating campaigns using campaign execution solutions like Avaya POM etc.
Strong knowledge Contact Centre solution components, products and services
Employer want to submit job applications through their website at: Apply Online
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