Vacancy expired!
- Incident Management
- Possess excellent trouble-shooting skills, and the drive to help internal/external customers
- Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
- Conduct appropriate monitoring tasks to include maintenance and patching validation
- Knowledge Management
- Review historical records on closed cases to increase product and technical knowledge
- Contribute to LOB focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.
- Strong technical background in all aspects of running large enterprise technology telephony and customer web facing systems
- Strong configuration and development background combined with reporting and analytics
- Experience with routing, workflow, design, development and test to support CTI
- Communication
- Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
- Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impact
- Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
Vacancy expired!