Job Description

JOB SUMMARY We are looking for an outstanding individual to join our support team. As a Platform Support Analyst, you will be responsible for supporting our clients utilizing cloud-based call center solutions. You will also handle internal and external customer inquiries and support requests at a customer location or via phone, email and chat. You get to work with the latest virtual contact center software platforms such as Five9 and inContact in support of customer business requirements and use additional computer systems to resolve and track customer issues. The team member we are looking for is professional, highly motivated, and resourceful and has the ability to function well in a fast paced, dynamic, collaborative organization. Training on the virtual contact center software programs will be provided.

RESPONSIBILITIES

• Manage the day-to-day support requests from customers utilizing call center platforms; primarily Five9 and/or inContact
• Troubleshoot and support Five9 and/or inContact call center software solutions in a wide array of configurations and customer environments both remotely and on-site
• Proactively resolve issues that customers’ call center software solutions may encounter
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships by interacting effectively at all levels of the customer organization
• Develop training and support materials in-line with the specific customer requirements

QUALIFICATIONS

• Prior experience in a technical customer service environment or formal technical education
• Ability to communicate clearly and calmly with clients, on the telephone, email and chat using effective customer service techniques with clients who may be under stress
• Strong oral, written, and interpersonal communication skills
• Ability to accurately interpret and process customer requests in Five9 and/or inContact and other appropriate computer software
• Ability to work effectively and efficiently in a fast-paced, high volume support environment
• Working knowledge of PC and its operating systems, primarily Windows. Knowledge of Mac and/or Linux is a plus
• Must be an entrepreneurial, self-starter possessing excellent time management skills and be able to manage multiple client support engagements simultaneously

Preferred Qualifications

• Associate’s or four-year college degree.
• One or more years experience in a customer service or technical support position
• Knowledge of PBX, ACD, CTI, IVR and other call center related technologies
• Experience in the design, implementation, and administration experience with one of the following call center solutions: Five9, In-Contact, LiveOps, Genesys, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center
• Ability to determine issues/causes of technical problems and to effectively troubleshoot these issues
• Knowledge of and experience in support of Microsoft operating systems, networking, connectivity, computer/peripheral equipment and software applications

Company Description

We are a Contact Center and CRM technology consulting firm trusted by our clients to provide them with consulting services, implementation and management of the latest contact center technologies. We work with the leading cloud-based contact center software providers and implement technology solutions to help our clients deliver world-class customer experiences.