Description
Role: Contact Center Support Technician
Location - Dublin
Rate - € 25 an hour all inclusive.
- Additions of new call centre agents.
- Changes to existing call centre agents.
- Programming of basic call flows, VDNs, vectors.
- Creation of CMS reports
- Gather requirements from business teams who want to expand current call centers or build out new call centers
- Document call-flows
- Handle all ticketed requests within a specified period of time and ensure closure of all tickets.
- Proactively check system health and capacity.
- Provide and record updates to Google ticketing team on all requests.
- Document existing call flows and maintain the repository of call flow documentation.
- Physical installation of equipment (as and when requested by Google).
- Support the Avaya Voice Portal IVR system
- Support of CallCopy call recording system
- Support of Witness and Aspect Workforce Management System