Operations Support (Closed)

SkillStorm is seeking an Operations Support Specialist our client in Addison, TX OR Charlotte, NC. Candidates must be able to work on SkillStorm's W2; not a C2C position. EOE, including disability/vets.

Job Description:

• Resource is required to be on the assignment for the required hours as specified in the job description. Forty hours per week is the expectation in the absence of specified hours. Attendance and punctuality are essential components of the position; therefore, unexcused absences and tardiness could result in dismissal.
• 7 - 10 years. Responds to all problem reports, monitor, evaluate, and report all performance issues. May include but not limited to various software, applications, networking, data centre, server operations, data warehousing, telecommunications, security and database units. Skill sets include but are not limited to: CA-7, Netview, Netware, Novell, Windows, Data Centre Mini Computer Operation, Data Centre Client Server Operations, Data Centre Client Server Operations, Applications, Network, Telecommunication, Database, Internet, Wireless, Enterprise, Data Warehousing, Security

Required Skills:

• Highly organized with ability to manage time efficiently
• Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
• Customer/client focused
• Flexible and proven ability to demonstrate a positive attitude; strong interpersonal skills and able to work across the organization with several LOB’s
• High degree of accuracy and pays attention to detail
• Excellent oral and written communication skills
• Ability to analyze data, identify gaps and implement action plans to drive required results to improve call recording solutions
• Resourceful, creative and able to build networks internally and externally to facilitate problem resolution
• Sound working knowledge of MS Excel, Word and Power Point
• Demonstrated ability to create a positive and supportive working environment
• 2 years of call center or comparable industry experience
• Working knowledge of NICE Systems suite of products and applications
• SQL experience preferred

Desired Skills:

• Responsible for day to day analysis, research and resolution of application issues reported by the line of business end users.
• Gathers information and escalates problems/concerns to appropriate client areas (2nd Level Support)
• Communicates to end users outstanding issues and provides ETA.
• Provides system administrative support to include the following:
• Manage additions, deletions and moves for all agents and system users.
• Creates user profiles (controls, defines level of user access).
• Creates customized public interaction, evaluation and package queries
• Creates recording/scheduler rules.
• Form creation
• Participates in ongoing deployment testing
• Serves as subject matter expert for ongoing projects and initiatives supporting the application.
• Provides guidance to end users regarding procedural, technical and/or operational changes.

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