Contact Center Platform Support Specialist I

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Deliver Level 1 support by addressing incidents, service requests, and technical challenges.

• Aid in the creation of user accounts, managing permissions, and maintaining profiles.

• Oversee the health of the contact center platform and escalate issues as needed.

• Assist in the fundamental configuration of queues, skills, campaigns, and agent profiles.

• Help maintain IVR menus, call routing, and documentation of call flows.

• Conduct basic troubleshooting for voice quality, login, headset, and connectivity problems.

• Record incidents, solutions, and support actions in the ticketing system.

• Contribute to user acceptance testing for system updates and new features.

• Provide training for end-users and create or update user documentation and knowledge articles.

• Produce regular operational reports and performance dashboards.

• Collaborate with telecommunications vendors and internal IT teams during resolution of issues.

• Adhere to HIPAA, security, and organizational policies while supporting contact center operations.

⛳️ Requirements

• Associate degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field, or equivalent work experience.

• 0–2 years of experience in help desk, technical support, customer service, or contact center settings.

• Excellent customer service and communication skills.

• Basic troubleshooting and analytical skills.

• Ability to rapidly learn new software applications and cloud technologies.

• Strong organizational abilities and attention to detail.

• Capacity to work independently and collaboratively within a team setting.

• Basic knowledge of contact center operations.

• Experience with user account administration.

• Familiarity with incident management.

• Proficiency in ticket management.

• Knowledge of Microsoft Office Suite and Microsoft Excel.

• Basic reporting skills.

• Experience in call queue administration.

• Understanding of IVR fundamentals.

• Ability to support cloud applications.

• Experience with documentation.

• Preferred exposure to cloud contact center platforms like Five9, RingCentral, Genesys, NICE CXone, or Cisco.

• Basic understanding of VoIP or telecommunications concepts is preferred.

• Familiarity with call center operations or customer service environments is preferred.

• Experience in healthcare customer service or patient access is a plus.

• Preferred Five9 Administrator Certification or willingness to obtain certification post-hire.

🏝️ Benefits

• Opportunity for Long-Term Employment following the 3–6 month contract.

• Five9 Administrator Certification or willingness to pursue certification post-hire.

• Equal opportunity employer.