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IT Support Admin.

Req ID#:  166092

US

IT Support Admin.

Information Technology

 

If you have IT Desktop/Support Administrative experience, we will train you on the Sitel Omniplatform .  This role is a virtual role, but must be within the United States.

 

This position is responsible for the administration for Sitel’s Omniplatform+, cloud based call center technology service. This is a currently white-labeled cloud service delivered by NICEinContact CXOne, but may be other platforms in the future.

 

This role will respond to all change requests sent by Sitel’s Omniplatform+ customers. This includes, but not limited to;  acknowledgement of the request to the client, log the change request, and perform the task required if it is in within their ability, log the hours taken to perform the task, or assign the task to a tier two/three support.

 

The ideal candidate must be self-motivated and be able to work unsupervised and be proactive on taking NICE inContact online learning. This position has growth potential into a SOP+ Technical Account Manager or SOP+ Implementation Support position. Perhaps, the greatest part of being an SOP+ Administrator is to be responsive to client request and perform their task in a professional and timely manner.

 

 

Responsibilities:

 

  • Connect directly with clients in order to gain clarity on the change requests
  • Provide support for each change request within the Service Levels for each SOP+ customer Statement of Work
  • Additional tasks include, but not limited to:
    • Agent Creation
    • Agent Password Reset
    • Call Recording Moves From Long-Term Storage
    • Call Recording Research
    • QM(Engage) agent adds, moves and changes
    • QM(Engage) Modify Scoring Forms
    • Auto Attendant adds, moves and changes
    • Echo Surveys, update skills, DNIS
    • Central Reporting Creation

 

 

 

 

Skills/Knowledge/Abilities:

 

  • Understanding or experience in the BPO/Contact center industry
  • Knowledge of Cloud based solutions
  • Knowledge of Microsoft Office tools, primarily Excel, Word and PowerPoint
  • Understanding of SmartSheet tools, a plus

 

Experience Target:

 

  • 6+ months working in a large organization doing IT Desktop Support Adminstrative work supporting end users
  • 6+ months working with NICE inContact Central or similar Cloud based solution administration, a plus, not required
  • 6 months working directly with inContact CXone Solution or a similar vendor offering
  • 1 year in a technical/service role in software, telecommunications or in contact center and/or service delivery environment

 

 

Education/Certifications:

 

  • High School diploma and some college– or equivalent work experience. College degree, a plus
  • NICE inContact tool certification/knowledge a major plus

 

About Sitel Group

 

We are Sitel. Our 90,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

 

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers – one experience at a time.

 

 

 

 

 

IT Support Admin.

Apply now »