The Systems Analyst is responsible for implementation and support of the North America Customer Care hardware and software environment. This position provides direct and off hour remote technical support to Call Center agents ensuring prompt resolution, escalation and communication of system issues. Ensures inventory of hardware is appropriate and organized to maximize agent productivity and control cost. Responsible for onboarding of new Customer Care agents ensuring hardware, software and telephony requirements are complete and delivered on-time. Perform system administrator duties for various contact center technologies. The Systems Analyst may also support project activities required to deliver business-oriented, valuable and relevant solutions.
location: Mason, Ohio
job type: Contract
salary: $21 - 22 per hour
work hours: 8am to 5pm
education: High School
responsibilities:
- Participate in departmental on-call rotation to include after-hours and weekend support. (24/7)
- Act as liaison between the business and IT to communicate, follow-up and escalate system issues.
- Work closely with vendor partners to drive problem resolution, identify root cause and support after hours incident mitigation work
- Manage all NACC Agent desktop equipment and software image profiles. Duties include procurement of equipment, management of overall NACC equipment inventory (cpu, monitor, cables, mice, keyboard, headsets), Building of all new hire agent workstations, management of all 4 NACC training room equipment and network setup.
- Serve as a system administrator for various call center technologies ( Oracle, Genesys, Custom NA IT solutions)
- Work closely with corporate IT Networking department on Contact Center infastructure and channel configuration. (email,/chat intergration, service account creation, vpn access, etc. )
- Act as backup to Senior Business Systems Analysts
- Perform Project Management duties or participate in contact center IT project management efforts supporting core Customer Care initiatives within North America
- Management and procurement of contact center equipment to support growth and RTB equipment maintenance.
- Other duties as assigned
qualifications:
- High School diploma
- 3-5 years' experience supporting a medium to large scale Contact Center environment
- Excellent verbal and written communication skills
- Strong Customer Service orientation
skills:
- Participate in departmental on-call rotation to include after-hours and weekend support. (24/7)
- Act as liaison between the business and IT to communicate, follow-up and escalate system issues.
- Work closely with vendor partners to drive problem resolution, identify root cause and support after hours incident mitigation work
- Manage all NACC Agent desktop equipment and software image profiles. Duties include procurement of equipment, management of overall NACC equipment inventory (cpu, monitor, cables, mice, keyboard, headsets), Building of all new hire agent workstations, management of all 4 NACC training room equipment and network setup.
- Serve as a system administrator for various call center technologies ( Oracle, Genesys, Custom NA IT solutions)
- Work closely with corporate IT Networking department on Contact Center infastructure and channel configuration. (email,/chat intergration, service account creation, vpn access, etc. )
- Act as backup to Senior Business Systems Analysts
- Perform Project Management duties or participate in contact center IT project management efforts supporting core Customer Care initiatives within North America
- Management and procurement of contact center equipment to support growth and RTB equipment maintenance.
- Other duties as assigned
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
