INCIDENT MANAGEMENT SPECIALIST Varolii Corporation
THIS JOB HAS EXPIRED DESCRIPTION
Varolii is a market leader in Customer Interaction Management, helping large enterprises communicate with their customers, members and employees in the most effective and cost?efficient manner. Varolii pioneered the first truly personalized, proactive automated solutions for contact center optimization more than a decade ago. Since that time, we?ve been first to market with applications that have revolutionized how companies interact with consumers. We honed years of experience and technology innovation into targeted application suites tailored to six key vertical markets: healthcare, financial services, airlines, utilities, telecommunications and retail. These application suites combine cross channel communications (voice, text, email and smartphone) with advanced analytics, segmentation, reporting and campaign controls for a seamless solution that yields more profitable outcomes and a better overall service experience. Today, Varolii serves many of the top Fortune 500 and Fortune 1000 companies by delivering a higher return on every interaction. In fact, one out of every three Americans has interacted with Varolii through the more than 450 organizations that trust Varolii to engage their customers and employees in millions of digital interactions every day. Varolii has offices in Seattle, WA & Burlington, MA. For more information, visit www.varolii.com and is listed as the Top 100 Companies to work for in Washington.
A position within the Incident Management Group of Client Services, the Incident Management Specialist is an experienced role with potential for growth. Working closely with other members of the Incident Management Group and other functional groups within the Client Services organization and Varolii Corporation as a whole, the Incident Management Specialist provides technical expertise in handling production issues and complex inquiries for customers along with special projects as assigned.
Provide basic to intermediate technical production/applications support and assistance for Enterprise class customers.
Works independently to gather information, pose workarounds, carry out necessary research, and provide an in-depth analysis to resolve production/application issues, customer requests and inquiries, escalating when appropriate.
When the opportunity presents itself and it is appropriate, works with a team or individually, to educate and empower the customer to understand how to perform tasks and investigations on their own.
Provide severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.
Will provide a concrete explanation of resolutions to issues, inquiries and requests to Enterprise class customers. These contacts will range from technical to those of an executive level within their organization.
Works in group or independently on side projects as needed and assigned.
Provides feedback and shapes production support procedures, policies and documentation where none exist or where they are stale and need to be updated.
Efficiently organizes and addresses multiple production issues, customer requests and inquiries from several sources, delegating when appropriate. The sources of which would be phone conversations, email, paging system, Instant Messenger chat, or face-to-face conversations.
Requirements (Knowledge, Skills and Abilities):
Is self motivated; will work well autonomously and within a team environment.
Needs to be able to work in a high pace, high stress environment.
Strong written and verbal communication skills.
Requires an intermediate working knowledge of trouble-shooting and problem resolution methodologies and also have the ability to develop, in a short period of time, intermediate working knowledge of company applications, production support policies and procedures.
Ability to work multiple tasks simultaneously to completion.
Must have intermediate working knowledge of UNIX/Linux, SQL, shell scripting, XML, and a general understanding of encryption technologies (such as PGP and MD5).
Must have a basic understanding of computer networking and network protocols, such as FTP, telnet, HTTP(S), and SSH.
A strong dedication to World Class Customer Service with a background in phone and email etiquette.
A flexible schedule, and the ability to work shift work in a 24/7 environment
Education / Experience:
A Degree in the Computer Science, or Information Technology discipline
The equivalent work experience of a minimum of 2 years experience in a highly technical customer service role with a strong understanding of customer service principles.
||Seattle, WA 98104 |
THIS JOB HAS EXPIRED