Brief Job Summary:

The ideal candidate will be responsible for ensuring the call center representatives provide the highest possible quality of customer service.   

 

Position:

Network & Systems Administrator  

 

Department:

Information Technology

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Type:

Contract

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Experience Level:

• Entry Level  - 0 to 5 years

• Mid-Career  - 5 to 10 years

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Compensation:

A comfortable remuneration package is being offered with the potential to earn bonuses, but this is based on qualifications, level of experience and performance during and after the probation period. Earnings are based on your experience level, qualifications and the value of the campaigns.

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Commission & Bonus:

Eligible after 3 months performance appraisal

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Hours:

6-8 hours a day. Hours may vary depending on the needs of the call center. Candidates sometimes may be required to work evenings and weekends, sometimes with little advance notice.

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Work week:

6 days 

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Term:

• More than 6 months. Your tenure on the job heavily depends on how well you perform your duties.

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Suitable candidates from:

St. Lucia

St. Vincent & the Grenadines

Dominica

Barbados

Jamaica

Trinidad & Tobago

Antigua & Barbuda

Grenada

St. Kitts & Nevis

Dominican Republic

Montserrat

Philippines

Pakistan

Guyana

United States

Canada

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Duties may include some or all of the following:​​​​

• Provide level 1 support to agents in the virtual call center. Troubleshoot basic computer desktop and application related issue

• Operate and configure the IVR system for daily operations; support and configure database schedule changes related to call center data. Modify the IVR configurations, database and recordings based on requirements changes from the scheduling department

• Troubleshoot problems arising from the malfunction of the servers and applications in the Virtual Call Center

• Act as the focal point of contact for reporting tickets to vendors. Follow up with vendors to insure issues are resolved

• Mange the applications used for call and screen recording in the call center

• Customize and generate reports using SQL 

• Interface with the IT department for supporting server and application upgrades and other technical issues related to the virtual call center

• Support the introduction of new technology by working with contractors and project managers that are implementing new technology or introducing new or enhanced applications in the virtual call center

• Create, change, and delete user accounts per request, both for the PBX switch and the recording applications

• Ensure proper operation of all servers and applications in the virtual call center, including the VoIP switch, the recording applications, the call history application and the storage devices

• Monitor the application of OS and application patches and upgrades on a regular basis, and identify issues. Support the introduction of new services in the virtual call center as needed such as chat or email services.

• Contribute towards the professional growth of the organization

 

Other Details:

• You will need a compatible headset (headphones/earphones are not allowed). 

• You will need a laptop or desktop computer with a good internet connection.

• You will need a quiet place to work

 

Requirements:​​

• Must have a good speaking voice with a great command of the English language

• Minimum HS Diploma or Associate Degree with four years of experience as a technician in a call center or a similar environment

• Ability to troubleshoot and fix tier 1 IT related issues

• Basic knowledge of Windows Operating System Microsoft 2008 and SQL as well Bitrix24

• Familiarity with IVR operations in a call center

• Familiarity with call recording applications is a plus

• Knowledge of VoIP technology and the Siemens VoIP PBX is a plus

• Reports to the Campaign Manager

 

If selected you will be required to complete and sign the requirement company documents/agreements.

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You will be required to:

• Run a speed test on the computer system that you will be using to do the job.

• Complete the Skills Sheet. 

• Record your voice. 

• Prepare a video resume. It must be uploaded to YouTube but not made public. You can use your smart phone.