Posted: Thursday, December 28, 2017 12:05 PM
Role Summary: The Technical Support Specialist is responsible for:Utilizing independent judgment and discretion, designs, develops, tests, debugs and implements moderately complex operating systems components, software tools, and utilities required for the operation, maintenance, and control of computer systems. Makes moderately complex modifications to existing software to fit specialized needs and configurations, and maintains program libraries and technical documentation.This role consists of working with the business when it comes to the IVR system and Queue Call recording management. The business has a dedicated inbound IVR line that provides up-to-date information to our members. In conjunction to this is the Outbound Dialer Campaign; which is dedicated to making automated messaged calls out to our members. Aside from daily monitoring to ensure jobs are completed successfully; we must report back to the business on completed IVR Campaign results.In our organization, our phone queue system is managed by CISCO Skill group configurations. We must work with our business partners whenever scheduling changes for specific department phone queues are requested. When new hires or terminations occur, we must make the necessary profile adjustments within our VERINT IMPACT 360 call recording system to accommodate the change. This is critical as call recordings and the ability to properly audit them are legally required per CMS guidelines. Major Duties: Primary Responsibilities include but are not limited to:Monitor call Traffic for inbound/outbound IVR callsTroubleshoot technical issues with communication to Data WarehouseWork with business to make modifications to Inbound/Outbound IVR jobsWork with business in designing Outbound Dialer campaign to reach membersSchedule weekly Dialer Campaigns based on business needsMonitor Dialer campaigns daily to adjust call rate in accordance to IVR SBC ThresholdImport daily call list from the business for weekly campaignsProvide reporting to business for Outbound Campaign jobsWork with business on adjusting Queue schedulingMake CISCO Reskilling adjustments for queue changes of staffImport/Terminate Users within VERINT Call Recording system Work with business on designing VERINT Forms for Call auditing Configure Users in VERINT to their appropriate Organization Manage VERINT Call Auditing permissions for future/current auditors Analyze, diagnose, and resolve system errors, malfunctions, mis-configurations and job stoppages to maintain services, enhance capabilities and prevent system outages.Responsible for release and change management for all Leon Web Applications and the Leon external website.System administration for third party software applications patching and upgrades.Data gathering for trend analysis of the systems to aid in long term performance and infrastructure needs.Participates in technical production readiness reviews.Participates in root cause analysis for infrastructure-related incidents and service requests.Maintain close communication with vendor technical teams ensuring standards are documented and followed.Act as the Level 1 and Level 2 point of customer contact for critical system issues.Provide leadership in problem determination efforts; follow-up with customers regarding outstanding issues.Ensure proper direction of the initial call or ticket from the customer, CSC, or Operations Command Center.Respond to and document all incidents and service requests.Manage engagement of key business stakeholders and resources during the incident management process.Develop, refine, and document IT policies, processes, and procedures.Assist the Technical Support Manager in maintaining the Leon IT Disaster Recovery Plan and IT Redbooks.Develop and drive initiatives that will improve overall service delivery to our customers and support.Work closely with Tier II and Tier III teams on escalation of issues.Operate and improve services in accordance with business needs, priorities and SLAs.Participates in design reviews to ensure infrastructure and operational requirements are understood and addressed.Night and weekend support may be required at times. Qualifications: Excellent verbal and written skills. Must be comfortable in speaking with senior executive management and in conveying information to diverse business groups.Bachelor's Degree or higher strongly preferred, but not required in Computer Science or a related discipline and at least 2 years' experience in all phases of infrastructure crisis management or its equivalent in education and work experience.At least 3 years' experience in an IT environment.Understanding of software development and infrastructure project lifecycle.Understanding of networking concepts (TCP/IP, routing, firewalls, network security)Experience with deployment and management of workload scheduler in an enterprise environment.Experience deploying web applications into a test and production environment.Must display thorough command of communications process guidelines.Must exhibit dependable self-discipline, and innovative, independent thinking.Strong experience with time management, workflow efficiency, and team building.Strong incident, change management, and problem management skills required; prior ITIL experience strongly preferred. Preferred Qualifications: Ability to identify and analyze operational processes and then drive corrective/preventative action plans.Experience working in a team-oriented, collaborative environment. Proven analytical and problem-solving abilities.Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.Willingness to be available after hours.Ability to write executive summaries and create management reports and metrics.Strong customer service orientation is a must.Company Description:Randstad is a $22.5 billion global provider of HR services and the second largest staffing organization in the world. From temporary staffing to permanent placement to in-house, professionals, search & selection, and HR Solutions, Randstad holds top positions around the world and has approximately 31,100 corporate employees working from its nearly 4,700 branches and in-house locations in 40 countries.We are a company built on a deep network of expertise that crosses industries and geographies. We recognize that talent comes in different forms, that every business has its unique challenges and opportunities. And our recruiting experts are skilled at marrying talent and business-identifying the ideal professionals for an organization's culture and its teams, its needs and its goals.
• Location: Miami
• Post ID: 75516757 miami