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- Employment
- Full-time
About the role
Key Responsibilities
- Provide timely and effective technical support to call center staff for hardware, software, and network-related issues.
- Install, configure, and maintain computer systems, telephony equipment, and other peripherals.
- Monitor system performance and troubleshoot connectivity problems to minimize downtime and ensure seamless operations.
- Onboard new call center agents, manage agent credential lockouts and resets.
- Maintain Call Center thin client equipment and configurations and set up imports and export of calling tables for outbound calling campaigns as needed.
- Manage Call Center headset inventory and equipment inventory.
- Collaborate with other IT team members to implement upgrades and improvements to the call center's IT infrastructure.
- Ensure data security and integrity by implementing and maintaining security protocols and performing regular system backups.
- Maintain detailed records of technical issues and resolutions to assist in future problem-solving and continuous improvement efforts.
- Administer Call Center ACD system configuration.
- Assist in the delivery of training sessions for call center staff on new systems and technologies.
Job Qualifications
- High School Diploma
- Experience with telephony systems and call center software.
- Experience as an IT Technician, preferably in a call center or similar environment.
- Strong knowledge of computer hardware, software, and network systems.
- Excellent critical thinking skills and the ability to troubleshoot complex technical issues.
- Effective communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently as well as part of a team in a demanding environment.
- Able to work extended hours and work in a stressful environment.
Benefits
- Medical, Dental, Vision, and Life Insurance
- Flexible Spending Accounts (Medical and Dependent Care)
- 401(k) Plan with Company Match
- Generous Paid Time Off
- 10.5 Paid Holidays
- Career Development Opportunities
Perks & benefits
- 401k
- Paid Time Off
- Pension Matching
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