Demo

Junior Business System Analyst -Call Center environment

RTA US
Mason, OH Full Time
POSTED ON 2/8/2025
AVAILABLE BEFORE 5/8/2025

Job Description

Job Description

Duration : Long Term - 12 months with possible extension

Hybrid Role : 2-3x a week in Mason, OH office

Pay-rate : $15-20 / hour on W2

Hours : 8 : 00am to 5 : 00pm

BASIC QUALIFICATIONS

include minimum education and years of experience required)

  • High School diploma
  • 3-5 years’ experience supporting a medium to large scale Contact Center environment
  • Excellent verbal and written communication skills
  • Strong Customer Service orientation

MAJOR DUTIES AND RESPONSIBILITIES -

  • Tier 2 support of NA Customer Care Systems to include Genesys suite of solutions, supporting adjunct applications and IVR self-service platforms. Including but not limited do support of EyeMed Fedramp, North America Org (Latam, Essilor, etc).
  • Participate in departmental on-call rotation to include after-hours and weekend support. (24 / 7)
  • Act as liaison between the business and IT to communicate, follow-up and escalate system issues.
  • Work closely with vendor partners to drive problem resolution, identify root cause and support after hours incident mitigation work
  • Manage all NACC Agent desktop equipment and software image profiles. Duties include procurement of equipment, management of overall NACC equipment inventory (cpu, monitor, cables, mice, keyboard, headsets), Building of all new hire agent workstations, management of all 4 NACC training room equipment and network setup.
  • Serve as a system administrator for various call center technologies (Oracle, Genesys, Custom NA IT soltuions)
  • Work closely with corporate IT Networking department on Contact Center infastructure and channel configuration. (email, / chat intergration, service account creation, vpn access, etc. )
  • Act as backup to Senior Business Systems Analysts
  • Perform Project Management duties or participate in contact center IT project managment efforts supporting core Customer Care initiatives within North America
  • Management and procurement of contact center equipment to support growth and RTB equipment mantienance.
  • Other duties as assigned
  • PREFERRED QUALIFICATIONS

  • Bachelor’s degree in Information Technology
  • 5 years’ supporting a large scale, multi-site Contact Center environment
  • Genesys Certification
  • Benefits Info

    RussellTobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

    LI-GB1

    Company Description

    As a minority-owned business that delivers exceptional service to its clients and candidates by capitalizing on diverse recruiting, account management, and staffing backgrounds, Pride Health's expert team provides tailored and swift sourcing solutions to help connect healthcare talent with their dream jobs. Our personalized approach within the industry shines through as we continue cultivating honest and open relationships with our network of healthcare professionals, creating an unparalleled environment of trust and loyalty.

    Equal Employment Opportunity Statement

    As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

    Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance, and employee discounts.

    Company Description

    As a minority-owned business that delivers exceptional service to its clients and candidates by capitalizing on diverse recruiting, account management, and staffing backgrounds, Pride Health's expert team provides tailored and swift sourcing solutions to help connect healthcare talent with their dream jobs. Our personalized approach within the industry shines through as we continue cultivating honest and open relationships with our network of healthcare professionals, creating an unparalleled environment of trust and loyalty. Equal Employment Opportunity Statement As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance, and employee discounts.

    Salary : $15 - $20

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