We are currently seeking a qualified Contact Center Support Analyst for an excellent contract opportunity in the North Wilkesboro, NC area.



This project is expected to last an initial 12 months with the high likelihood of long-term contract extensions.





The Contact Center Support Analyst will be performing assigned support responsibilities and tasks under the direction of the Contact Center Program Manager.



The Contact Center Analyst will provide assistance to the Contact Center Program Operations Team by collection and documentation information related to technical support issues, providing expertise in resolving issues related to call center technology (Specifically Remedy, Witness, Outbound Survey and Data Security. Candidates will also be tracking and reporting on the status of these issues on assigned Program deliverables.



Specific responsibilities:

- Support Contact Center Technologies and working to resolve Contact Center issues involving core technologies – Remedy, Witness and security permissions

- Develop and provide expertise in forms, data flow and processes contained in Remedy CRM functions

- Document Contact Center issues

- Communicate issues and recommend courses of action to Contact Center management

- Schedule and attend meetings as required to conduct investigation and analysis of systems and processes

- Produce business systems process documents and process flow diagrams



REQUIRED SKILLS:



- Minimum 4 year college degree in a technical field

- Minimum 2 years experience in a support role, working on software projects

- Background in business and/or systems analysis is preferred

- Knowledge of the full Systems Development Life Cycle

- Hands-on experience with Remedy, Witness or Blue Pumpkin contact center technology

- CRM and Workforce planning knowledge is a must!

- Strong experience with MS Office applications & Microsoft Productivity suite (MS Word, Excel, PowerPoint, MS Project, MS Visio, MS Outlook)

- Excellent written and verbal communication skills





ADDITIONAL INFORMATION:





For immediate consideration, qualified and interested candidates should respond to this advertisement with an updated MS Word resume and compensation expectation.



Please note that candidates must be willing to commute up to 100% or relocate to the client location. There will be no option for telecommuting. Applicants must also be flexible to conduct both telephone and personal interviews if requested.