Assists in the design and implementation of Automatic Call Queuing (ACD) and IVR (call tree) systems to ensure that callers, during peak demand, can successfully interact with departments as needed. Monitors and analyzes, on a daily basis, individual department's telephone, ACD and IVR usage to help determine appropriate resource levels for acceptable levels of service. Assists as a consulting resource for customers for data network based voice services such as Voice over IP (VoIP) and IVR. This requires the management of multiple projects of medium to complex scope, and affects service to a large population of parents and students. Consults with customers to analyze and establish customer service requirements needed to create work orders and trouble tickets for all services offered by the department. Acts as a liaison between campus and non-campus customers and ETS-N&CS service providers. Assists with feasibility analysis on potential future projects and communicates same to management. Communicates with stakeholders about their applications and services. Takes part in Departmental planning meetings. Provides efficient, timely response to day-to-day technical support for ETS- N&CS customers. Provides high quality customer support, as well as account administration and service support. Manages installations, troubleshoots and resolves hardware and software solutions for other department's business needs. Must be able to manage multiple projects and exercise sound judgment independently. Must be flexible, show initiative, and have a strong customer service orientation. Excellent verbal, written, and interpersonal communication skills. Ability to establish and maintain effective working relationships with a diverse user population. Ability to work in a collaborative, team environment. Assists the Senior End User Computing Engineer, Telecom in coordinating/ collaborating ETS Service Desk telecom services. Assists in defining ETS Service Desk customer portfolio of services and intake process for work order and trouble ticket creation for Tier 1 and above, including N&CS service group. Works closely with campus departments that provide student, parents, staff/faculty services through call distribution systems, i.e. Registrar, Financial Aid, Admissions, Summer Sessions, BARC, ETSC, etc.
Minimum Requirements-1+ years experience as a customer service representative.
-1+ years experience with service intake system.
-1+ years experience in a high volume call center.
-Able to present complex information to varying levels of customers.
-Ability to collect, analyze, and create requests of varying complexity.
-A focus on accurate, efficient, and prompt service.
-Knowledge of standard office computing and productivity tools
Desirable Requirements-Knowledge of NEC products and services; QueWorX, SV8500 PCPro, GNAV.
-Knowledge and experience with call management systems.
-Knowledge and experience with ACD/IVR systems.
-Knowledge and experience with VOIP.
-1+ years working as a help desk technician.
Special Conditions of EmploymentMaintain a valid CA driver's license, a clean DMV record and enrollment in the DMV Employee Pull-Notice Program
Satisfactory criminal history background check
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