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Bethpage

    IT Call Center Support Analyst - Bethpage, United States - Revel IT

    Revel IT
    Revel IT Bethpage, United States

    4 weeks ago

    Default job background
    Technology / Internet
    Description

    FULLTIME - Direct Hire

    $75,000-$118,000

    Must live in NY/NJ but fully Remote

    **Do not apply unless you are local to NY/NJ currently

    -Remote local - Must be within driving distance from the office in Bethpage. Will go on site once per quarter, otherwise, 98% remote.

    -Interview process (All virtual) - 1st round with the manager, 2nd round panel interview with Sr. staff and final round normally with Lavanya for character assessment.

    -All roles will have a 10% bonus potential paid out annually.

    Support Analyst:

    • Team of 5-6 people
    • Some flex on the technical skills.
    • Call center experience would be helpful.
    • Windows is a must have.
    • MS products and Azure would be highly preferred.
    • Need someone eager to learn, roles comes with growth potential, performing application support, basic troubleshooting and knows how to escalate issues.
    • ServiceNow, open tickets with the vendor.

    Our Bethpage, New York client has a full time opportunity for a Support Analyst.

    • Remote Local
    • Will be great to have somebody with Site Core and/or NICE CXOne or any call center application support experience.
    • Cloud experience – Azure deployments, administration will be nice to have.
    • Somebody who can run Priority 1 , 2 and 3 calls when applications break and can manage 3rd party vendors.
    • Has used application monitoring software like Splunk/Data Dog/Dynatrace etc.

    Job Summary:

    • We are partners with the business and we are driving business outcomes through innovative use of technology. Our Technology Product Consultant is focused on all Information Technology systems and applications in Long Island.
    • This position works closely with Product Owners and Business Analysts to understand the business requirements that drive the analysis and physical design of technical solutions.
    • This position will lead to other advanced level Information Technology roles such as Associate Business Systems Analyst, Associate Technology Product Consultants through challenging assignments and allowing the successful candidate to further develop their skills in various areas within Information Technology.

    Job Responsibilities

    Responsibilities include but not limited to the following:

    • Responsible for working collaboratively with all stakeholders and serving as a technology leader for the effective use of technologies to maintain world-class operations and delivery of solutions.
    • Develop and deliver technology and information strategy and trends, and best practices/governance
    • Responsible to keep the environment current and identify continuous improvement areas as well as come up with new initiatives. Identify future technologies and implement new technologies once business approved.
    • Define and build technical and data architectures within Client LI's integrated data platform(s).
    • Develop governance that promote data standards.
    • Create and maintain documentation including data dictionaries, source-to-target maps, and database policies and guidelines.
    • Collaborate with the application developers and database administrators to ensure database performance, integrity and security.
    • Build runbooks for new applications being implemented and maintain runbooks for existing applications
    • Provide other contributions as directed by your Technology Group Product Manager and/or Product Owner.

    This position will support the following areas:

    • Application Support: Participate in web and content management-related projects and improving productivity of internal client organizations and customers by deploying new technology solutions focused on a combination of technologies for supporting Client LI MyAccount.
    • Responsible for executing projects and/or support tasks and typically maintain a high level of direct client interaction. Works closely with management, clients, other systems technical staff and vendors in problem solving. Consults with the supervisor and IT professionals when the appropriate course of action is unclear or a major problem is suspected.
    • They are responsible for operating and maintaining production systems, as well as providing hardware/software equipment support.
    • Provides technical support and guidance to clients and systems areas through consulting, teaching and publication of documentation. Initiates and coordinates corrective actions.
    • Smart Services & Digital Customer Solutions: Develop your skills in the areas of Customer Care, Call Center technologies, Digital Channels such as Sitecore, OKTA, Mobile Apps, AWS Alexa, Automation, Customer Web Portals/self-service, and emerging technologies.

    Job Specific Qualifications:

    Required Qualifications:

    • Bachelor degree in Computer Science or a related technical field
    • A minimum of 2 years relevant experience within the information technology field or an industry with reliance on technical expertise.
    • Experience working as an IT application support professional
    • Experience developing business process flows and soliciting business requirements
    • Familiarity with Enterprise Resource Management or Customer Relationship Management software
    • Prior experience supporting a Windows environment
    • Familiarity with Linux and Windows
    • Experience working with software vendors to showcase issues and help troubleshoot.
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