Contact Center Platform Analyst

Mandaluyong City, Metro Manila
Permanent
Full-time

9 days ago

Key Responsibilities
Your primary responsibilities will be centered on request fulfillment and incident troubleshooting.

Calabrio Support: Handle user administration tasks including agent setups and permission setups. Perform initial troubleshooting of recording issues.
Nuance Support: Provide support for the Nuance Admin Console, assist with announcement recording, and manage OpenClose functionalities.
Identity Management: Manage agent permissions and team configurations to ensure proper access and team structure.
Hardware/OS Support: Conduct initial troubleshooting for hardware and OS issues on various platforms, including Avaya, Dtools, Sprinkler, and Verint.

Work Set-up: Hybrid (2x a week RTO)Required Skills & Qualifications

3+ years of experience in an IT support, help desk, or systems administration role.
Strong customer service orientation and excellent communication skills.
Experience with user account management and setting permissions in enterprise applications.
A logical approach to troubleshooting technical issues.
Associate's or Bachelor's degree in a related field, or equivalent hands-on experience.

Desired Qualifications

Direct experience supporting contact center software such as Calabrio, Nuance, or Avaya.
Familiarity with ITIL service management principles.
Experience supporting a remote or work-from-home workforce.

Life Insurance
Medical / Health Insurance
Medical, Prescription, Dental, or Vision Plans
Paid Holidays

Mid-Senior Level / Manager IT and Software Information Technology / IT 1 opening Bachelor's degree graduateYondu is a Philippine-based IT solutions company owned by Globe Telecom. We empower businesses across various industries through a wide array of innovative technology solutions to help them scale in the new digital economy. Our mission is to create happier technological experiences by turning great ideas into excellent and valuable business solutions.If you’re looking to advance your career in the IT industry, Yondu is the best place to be. You will be a part of a young, dynamic culture that always pursues innovation and growth. As a Yondude, you’ll gain fresh perspectives from a team of knowledgeable and competitive individuals and learn how to develop cutting-edge business solutions that go above and beyond. You’ll also enjoy collaborating with brilliant and fun people who are ready to take on the world.Established in 2001, our company has grown exponentially, and we’re always on the lookout for highly skilled and competitive individuals to innovate and evolve with. If this sounds exciting for you, #BeAYondude, and leverage your expertise to help us achieve our ultimate goal of going above and beyond!Join us and grow your career in the IT industry!

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