What are the responsibilities and job description for the Call Center Technical Administrator II - Systems Administrator position at Spring Venture Group?
Company Description
Who We Are:
Spring Venture Group is a leading digital direct-to-consumer sales and marketing company with product offerings focused on the senior market. We specialize in distributing Medicare Supplement, Medicare Advantage, and related products via our family of brands and dedicated team of licensed insurance agents. Powered by our unique technologies that combine sophisticated marketing, comparison shopping, sales execution, and customer engagement – we help thousands of seniors across the country navigate the complex world of Medicare every day.
Job Description
A Call Center Technical Administrator is a systems administrator solely focused on the configuration, maintenance and quality assurance of our dialer platform. This role will work with business stakeholders, technical business analysts and software engineers to solve business problems, implement or improve processes and own problems that are large in scope or have a considerable impact on the Call Center.
The essential duties for this role include, but are not limited to:
- Serves as a primary administrator for the technical call center environment with 1,000 users.
- Analyze, configure, test and implement call routing solutions, Interactive Voice Response (IVR) changes, call queues, contact flows, etc.
- Acquire phone numbers to be used by the Call Center and maintain the inventory of those numbers and how they are used.
- Handle all basic administrative functions including user account maintenance and call routing proles.
- Troubleshoot, evaluate and diagnose end-user issues including call quality, improper call routing. Recommend and implement solutions. Also finding the root cause of an issue.
- Responsible for correcting support issues through the trouble ticket management system, Participate in the evaluation, scope and completion of new Call Center technical solutions.
- Assist the technical business analysts and software engineers to research development requests and present recommendations for business and technical solutions to address business needs.
- Contact vendors regarding service issues to receive support information or assistance.
- Collaborate with infrastructure, other application administrators, users, software engineering and application vendors to resolve support issues and develop technical solutions to meet the business needs of the users that involve integration with backend systems, outside data, external vendors, etc.
- Adhere to, enforce and make improvements to the appropriate information security policies based on the sensitivity of company data and report any security related issues
- Ensure that Call Center best practices, data policies, standards and best practices are followed; research and provide recommendations for improvements where necessary.
Qualifications
- High School Diploma or equivalent.
- College degree preferred, but not required.
- 1-3 years work experience
- Experience with virtual call venter platforms, Amazon Connect is preferred, but can be Five9.
- Experience with call center methodologies, configurations and processes.
- Experience with database concepts such as querying and modifying a database using SQL statements.
- Ability to meet deadlines, handle and prioritize simultaneous requests. Ability to communicate effectively at all levels of the organization; developing reports and/or presentations where applicable.
- Ability to critically evaluate information gathered from multiple sources and formulate
Dependability
- Commits to long hours of work when necessary to reach goals
- Completes tasks on time or notifies appropriate person with an alternate plan.
- Follows instructions, responds to management direction
- Keeps commitments
- Takes responsibility for own actions
- Punctual for meetings and deadlines
Problem Solving
- Develops alternative solutions
- Gathers and analyzes information skillfully
- Identifies and resolves problems in a timely manner
- Works well in group problem solving situations
Attention to Detail
- The ability to process detailed information effectively and consistently
- Responsive to requests from team members and stakeholders
Analytical
- Collects and researches data
- Designs workflows and procedures
- Synthesizes complex or diverse information
- Uses intuition and experience to complement data
Additional Information
All your information will be kept confidential according to EEO guidelines.
Spring Venture Group is an Equal Opportunity Employer
