Global Contact Delivery Support Analyst
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
In this role you will be a guardian of the customer experience acting as a monitor an expert troubleshooter and a key operational partner. You will dive deep into data to identify system-level issues impacting our contact delivery lead incident response efforts to drive rapid resolution and collaborate across the organization to build a more resilient support ecosystem. This is a role for someone who thrives on making a tangible immediate impact in a dynamic global position requires schedule flexibility to support our worldwide operations including participation in a rotating on-call schedule for after-hours and weekend support.
- 3 years of experience in a relevant role such as Support Operations Technical Support NOC Analyst or Systems Analyst.
- Strong understanding of core contact center metrics (e.g. Service Level AHT Occupancy) and the operational levers that influence them.
- Demonstrated experience with data visualization tools (Tableau GBI etc)
- Proven ability to work in a fast-paced ambiguous environment taking ownership of issues and driving them to resolution with minimal supervision.
- Experience in an incident management or technical troubleshooting capacity.
- Excellent communication and presentation skills with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
- Exceptional attention to detail and the ability to manage multiple competing priorities effectively.
- Experience with contact center telephony and routing platforms (Genesys Amazon Connect etc.).
- Experience in data analysis and querying. Proficiency in SQL
- Familiarity with programming or scripting languages for data analysis (Python R).
- Experience working in a large-scale global enterprise environment.
- Bachelors degree in a technical or analytical field or equivalent experience.
Required Experience:
Exec
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
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