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Matrix HR is seeking 2 highly skilled Technical Support professionals for our client in the Insurance and Benefits field. Please read on for further information on job duties and required qualifications.
Responsibilities
- Develop a strong and deep understanding of business needs and how the contact center platform can support the core business unit mission.
- Have a solid understanding of how Incident, Problem and Change Management processes work together to provide superior support and high availability to our business.
- Respond to and resolve incidents and problems according to SLAs.
- Adhere to IS Change Management processes for all contact centre changes.
- Maintain an overall understanding how enterprise-wide changes may impact the contact center platform and participate in CAB as needed.
- Participate and coordinate testing activities for upgrades or changes.
- Perform all moves, adds and changes ensuring all agent skill sets and call flow requirements are met and that the changes are handled efficiently and effectively.
- Maintain services by measuring and monitoring availability, latency and overall system health by taking corrective actions or escalating issues where appropriate.
- Identify service improvement opportunities.
- Create knowledge articles, job aids and training material.
Qualifications
- Post-secondary Degree or equivalent experience in Information Technology.
- 3-5+ years of relevant experience in a technical role.
- Deep experience with Problem, Incident and Change (ITSM).
- Knowledge of cloud contact center platforms (preferably Cisco’s Hosted Collaboration platform and Verint’s Workforce Optimization).
- Strong analytical, quantitative, problem solving, and organizational skills; attention to detail; and ability to coordinate multiple tasks, set priorities, and meet deadlines.
- Effective internal consulting skills with a strong customer service orientation.
- Good interpersonal skills and a demonstrated ability to work effectively in a team environment across geographies.
- Able to pivot and quickly change direction in response to changing priorities while effectively performing under pressure.
- Possesses extensive Investigation & diagnostic skills.
We thank all that apply and will be in touch with qualified candidates for next steps. Job posting #1039.
About MatrixHR
Matrix HR is a full-service recruitment agency specializing in the placement and administration of skilled trades workforce all across Canada. We have been in business for over nineteen years and have placed over 4,000,000 employment hours in the Canadian workforce. We have been recognized as one of Alberta Venture’s Fast Growth 50 and as a Leader of Tomorrow by Business in Calgary. As a leader in our industry, Matrix remains committed to the remaining cutting edge of the Full Service Temporary/Permanent Placement model as well as best-in-class managed services in Payroll and Back Office Support. We are proud to serve the following industries: Industrial ConstructionCommercial ConstructionOil and GasManufacturingWarehousingHospitality HealthcarePipeline Construction
