Customer Service Operations Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Become an expert in the technical aspects of applications, systems, and tools used by the Customer Service Organization, including NICE inContact, CRM, and various portals.

• Act as the representative for the Customer Service Organization during discussions related to technology.

• Foster relationships with teams from Customer Service, IT, Telecom, and system support.

• Create technology strategies and recommendations aimed at enhancing customer service efficiency and experience.

• Evaluate partner implementation requests and business requirements to pinpoint technology gaps.

• Assess new technology offerings.

• Estimate the resources and duration required for technical projects, collaborating with both internal and external groups to ensure project completion.

• Adhere to IT and vendor application software development lifecycle processes throughout all projects and implementations.

• Oversee testing support, which includes creating test plans, use cases, expected outcomes, quality acceptance testing, documentation, and resolving issues.

• Collaborate on the development of training materials for applications, systems, and tools.

• Serve as the initial point of contact for support and troubleshooting related to Customer Service applications and tools.

• Monitor and escalate issues, suggest corrective measures, and carry out root cause analysis.

• Identify inconsistencies and propose modifications to enhance the customer experience.

• Produce technical documentation and troubleshooting resources.

• Conduct maintenance, updates, and proactive health checks.

• Generate reports on systems and applications, recommending improvements where necessary.

• Create business use cases and technical requirements in collaboration with Customer Service and partners.

• Manage multiple requests and prioritize tasks to meet deadlines.

⛳️ Requirements

• An Associate’s Degree or equivalent in Information Technology systems or a related field, or equivalent experience.

• 3-5 years of experience supporting technical applications, systems, or tools.

• 1-3 years of experience with call/contact center management systems and voice application systems and design, such as NICE inContact or similar platforms.

• Proven experience managing complex technology projects and resolving related issues.

• Required experience with telephony and multi-channel contact center applications and systems.

• Highly organized with strong analytical, problem-solving, and planning capabilities.

• Exceptional verbal, oral presentation, and written communication skills.

• Proficient in Microsoft Office Suite or similar software.

• Outstanding active listening and interpersonal communication abilities.

• Proven skills in both quantitative and qualitative analysis.

• Availability to work stateside hours of operation for global applicants.

• Flexibility to work varied schedules, including off-hours and weekends as required.

• A high-speed broadband internet connection of at least 50 Mbps and the capability to set up a wired home network connection.

• Government-issued photo ID, completion of a comprehensive background check, in-person I-9 verification, and potential drug screening prior to employment.

🏝️ Benefits

• Work/life balance.

• Flexible work arrangements.

• Autonomy in your role.

• Health insurance benefits available for eligible employees.

• Equal opportunity employer.

• Support for reasonable accommodations.