BCD Travel Job - 39878201 | CareerArc
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Company: BCD Travel
Location: Bengaluru, KA, India
Career Level: Associate
Industries: Hospitality, Travel, Leisure

Description

Product Support Specialist

Anywhere in India

The Product Support Specialist has administrator responsibilities and/or support responsibilities for BCD workforce management technology and tools in use with our internal customers.

This role is responsible for:

  • Programming, maintenance and testing of all account specific workforce management technologies
  • SME for workforce management technologies
  • Incident assessment and application of required steps for resolution
  • Special projects
  • Reporting
  • Maintaining SOPs

Duties and Responsibilities:

Programming, maintenance and testing of all sub-sites

·         Programming, administration and configuration of workforce management technologies

·         Add, update, delete users and queues as required

·         Audit, test, and document all testing for all programming

SME for the workforce management technologies

·         Answer management-level requests (operations and CCS) with regards to the workforce management technologies

·         Stay current on all updates, features, system maintenance and provide communication as necessary

·         Provide demos of new features and functionality to internal teams

Incident assessment and application of required steps for resolution

·         Research issues escalated to first level support

·         Determine root cause of workforce management technologies performance issues

·         Replicate error or situation if possible

·         Engage 2nd level support as necessary by opening cases

·         Track and document cases and issues

Projects

  • Act as a project resource for all current and future projects involving workforce management technologies
  • Create testing plans, process maps and communications as needed for projects

Reporting

  • Work with internal teams to generate applicable reporting for workforce management technologies and tools
  • Review reports to ensure products working as designed
  • Monitor processes through reporting to ensure project success

Site Admin Duties

  • Create and maintain SOP (standard operating process) documents for all new and modified processes
  • Work in conjunction with workforce management, contact center solutions, technology and operations teams to ensure workforce management technology optimization for all users
  • Suggest initiatives and process improvements

Essential Experience:

  • Good mode of expression in written and spoken English
  • Administration experience with workforce management technologies preferred
  • Minimum of one (1) year of WFM experience in a multi-channel call center environment
  • Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required
  • Knowledge of Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software
  • Social competence & teamwork

Preferred Experience:

  • Knowledge of HTML and/or Java
  • MS Access and/or Visio familiarity


*LI-LOCS Bangalore IN

*LI-KC1


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