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Summary:
- At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process.
- The TTEC Digital Cisco Partner Practice builds customizable, comprehensive contact center solutions with the help of our over 450 experts across 11 Cisco Specializations, manage on-premise services, optimize contact centers, perform cloud migrations, and improve existing technology investments to fuel the exceptional customer experience (CX) for our clients’ customers.
- This position provides sophisticated technical end-user support to client desktop systems, workstation setup, configuration, networking, mobile devices, and routine tasks over the phone to our client.
- The ideal candidate possesses the ability to analyze, troubleshoot and resolve complex technical issues and demonstrate comprehensive critical thinking skills.
- The focus will be on desktop, network, or mobile device problems related to hardware, operating systems and configuration issues through troubleshooting and research.
- This position requires technician to demonstrate excellent customer interaction skills both verbally and orally.
Responsibilities:
- Configuration of omni-channel contact center, teams, services, and skills.
- Configuration of voice, chat, email and SMS interaction processing scenarios.
- Configuration of standard audio treatments.
- Configuration of IDM, quality, and workforce management user profiles.
- Internal/External UAT participant.
- Deployment / Go-Live Support as requested.
- Assist with solution documentation.
- Participate in team meetings with management, operations, development teams and external clients.
- Attain quarterly and annual objectives assigned by management.
Requirements:
- 1 to 2 years helpdesk or customer support experience with contact centers required.
- CCNA Certification is preferred.
- Understanding of CRM, Interaction Management, CTI, Case Management and technologies that support these.
- LINUX experience a plus.
- HTML experience a plus.
- Understanding or experience with enterprise software or Software as a Service model.
- Debugging, troubleshooting and Chrome experience. IE, FireFox, and Safari a plus.
- Fluent in English.
- Demonstrated attention to detail, problem solving skills and strong work ethic.
- Highly motivated and a self-driven team player.
- Solid verbal, written, presentation and interpersonal communication skills.
Benefits:
- ₱300,000 – ₱350,000 a year.
- #LI-DD1
- Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
- Equal opportunity employer.
