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Bethpage

    Business Technical Analyst - Bethpage, United States - Altice USA

    Altice USA
    Altice USA Bethpage, United States

    4 days ago

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    Description
    Altice USA Job Listing
    • Altice USA is a modern communications, media, and tech company that strives to keep people connected to what matters most to them.
    • Our focus is on using cutting-edge technologies to enhance the customer experience.
    • We are looking to build a diverse workforce that can meet the needs of our customers and the communities we serve.
    Job Summary
    • The Business Technical Analyst role at Altice USA involves providing multi-level support for Contact Centers, addressing issues raised via chats, emails, and phone calls that could impact business operations.
    • Main responsibilities include ensuring IT stability for Contact Center functionality, analyzing data, identifying trends, and collaborating with various business groups.
    • The analyst also conducts knowledge transfer sessions and keeps teams updated on process enhancements.
    Responsibilities
    • Triage business concerns to determine if they are technical issues or related to customer education.
    • Handle system-wide application issues and vendor outages.
    • Utilize ServiceNow ticketing system to manage incidents and requests.
    • Monitor and ensure performance of IVR and Chat applications, Contact Center tools, and functionalities.
    • Manage Virtual Call Center opening and closing processes.
    • Develop reports, analyze data, and ensure system implementations conform to industry best practices.
    • Convey IVR and Chat flows to business and IT teams clearly.
    • Analyze chat bot interactions and assist in optimizing Chat flows for a better customer experience.
    • Participate in on-call rotations and conduct meetings to resolve issues.
    • Document vendor contacts, design, and processes.
    • Assist in onboarding new business partners and decommissioning vendors when needed.
    Qualifications
    • Required: Bachelor's degree in Computer Science or equivalent work experience.
    • Knowledge of telecommunications, LAN, and WAN technologies.
    • Ability to manage and analyze data, troubleshoot technical issues, and communicate effectively.
    • Strong interpersonal, teamwork, organizational, and problem-solving skills.
    Altice USA Equal Opportunity Employer
    • We are committed to recruiting, hiring, and promoting qualified individuals from diverse backgrounds.
    • Altice USA is an Equal Opportunity Employer and promotes a inclusive workplace.
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