Our client located in LITHIA SPRINGS, GA is seeking a NOC Technician II (Call / Contact Center) for an immediate contract opportunity.
Shift will be: Thursday through Saturday & Every other Wednesday
( 7pm - 7am)
Role Summary/Key Objectives
This role is part of a team responsible for the 7x24x365 monitoring and support of the enterprise data, voice, and contact center infrastructure. This position will ensure high quality service delivery through responsiveness to network incidents, crisis management, and adherence to service levels and network improvement initiatives.
The desired NOC technician will have demonstrated experience in an enterprise contact center environment triaging, troubleshooting, diagnosing, restoring, and communicating with the customer. Ability to quickly organize, collaborate, instruct and when necessary escalate to subject matter experts while utilizing ITIL incident and problem management tools.
Key candidate qualities include curiosity, focus, mentoring, continuous improvement, efficiency through tools and automation, self starter while being a focused closer.
The long term goal is to reduce incidents and to continuously improve service up time while expanding both our customer base and service functionality.
Specific areas of responsibility are:
Provide technical support and monitor day to day operations of the Network Operations Center.
Perform contact center infrastructure monitoring and first level response for voice and contact center incidents in environment.
Ensure proper management of the initial call or ticket from the customer or Operations Command Center.
Achieve or exceed Service Level Agreement (SLA) for responding to and resolving customer issues within the contact center.
Follow-up with customer regarding outstanding issues.
Create and improve documentation including Customer Support Center (CSC) scripts and self-service knowledge base information.
Strong desire to learn Contact Center platforms including call recording, ICM, work force management, IVR, outbound dialer, and agent desktop tools.
Act as the first point of customer contact for contact center related operational issues.
Manage engagement of key vendors during the incident management process.
Develop, refine, and document NOC policies, processes, and procedures. Drive continuous improvements that will improve overall network service delivery to our customers.
Work closely with Tier II and Tier III teams on escalation of issues.
Operate and improve services in accordance with business needs, priorities and SLAs.
Provide periodic performance reports for review with management providing input on improvements and quality initiatives.
3+ years experience in all phases of infrastructure network management or its equivalent in education and work experience.
Prior experience in a NOC preferred.
Prior experience support contact centers with more than 1000 agents.
Understanding of ICM, work force management, CMS, ACD, call recording, telephony, and toll free carrier services.
Strong experience and understanding of operating systems such as Windows and Linux. Experience with MS SQL is a plus.
Strong incident and problem management skills required.
Ability to identify and analyze network quality and operational processes and then drive corrective/preventative action plans.
Experience working in a team-oriented, collaborative environment.
Proven analytical and problem-solving abilities.
Excellent communication skills (verbal and written).
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
Thorough knowledge of networking concepts and protocols
Ability to write technical documentation and create management reports and metrics.
Strong customer service orientation is a must.