The Role

The Service Center Jr. Engineer will work in a fast-paced Call Center environment, to handle technical support issues. The Jr. Engineer will analyze, troubleshoot, and work to resolve technical issues, which include, but are not limited to: software, hardware, voice, data, and/or application-related issues. They will also work with other Engineers on the team to support the other remote Service Center office locations and provide backup support. In addition, they will work with other team members in supporting and maintaining our contact management system and the related telecommunication that manage all forms of customer contact.

• This position will not require significant travel.

• The position will report to the Service Center Engineer Team Lead.

The Requirements

• Respond to technology issues from service center team members. Provide rapid response and recovery to assist CSRs with software/hardware problems.

• Troubleshoot customer contact issues by interacting and problem solving with Service Center Operations, Vendors, Telecom providers, IT, Data Center and Network Operations.

• Provide remote CSR (Corporate social responsibility) on-boarding support

• Troubleshoot system issues for call center technologies including CRM (Customer relationship management) application, Workforce Management, IVR (Interactive voice response), web chat, e-mail, Knowledge Base.

• Attend weekly meetings

• Available for after-hours support

• Commitment to quality and continuous improvement.

Equal Employment Opportunity