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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Service Organization applications and systems, including NICE inContact, while effectively managing technology projects and improving customer service efficiency. Proficient in technical documentation, troubleshooting, and collaboration with cross-functional teams.
Highest-signal resume keywords
NICE InContactTechnical Project ManagementTelephony ApplicationsAnalytical Problem-SolvingMicrosoft Office Suite
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Applications SupportSystems SupportBusiness Requirements AnalysisQuality Acceptance TestingRoot Cause AnalysisTechnical DocumentationUse Case DevelopmentCustomer Experience ImprovementTechnology Gap IdentificationProject Resource Estimation
Soft Skills
Excellent Verbal CommunicationOral Presentation SkillsInterpersonal CommunicationActive ListeningOrganizational Skills
Tools & Technologies
CRM SystemsCustomer Service PortalsMulti-Channel Contact Center SystemsTelecom SystemsIT Support Tools
Certifications & Qualifications
Associate’s Degree in Information Technology
Industry Keywords
Customer Service OrganizationCall Center ManagementVoice Application SystemsTechnology StrategiesApplication Software Development Lifecycle
About the role
Key responsibilities & impact- Become a technical subject matter expert on Customer Service Organization applications, systems, and tools, including NICE inContact, CRM, and portals
- Represent the Customer Service Organization in technology-related discussions
- Build relationships with Customer Service, IT, Telecom, and systems support teams
- Develop technology strategies and recommendations to improve customer-service efficiency and experience
- Analyze partner implementation requests and business requirements and identify technology gaps
- Evaluate new technology offerings
- Estimate technical project resources and duration and collaborate with internal and external groups to complete projects
- Follow IT and vendor application software development lifecycle processes throughout projects and implementations
- Coordinate testing support, including test plans, use cases, expected results, quality acceptance testing, documentation, and issue resolution
- Collaborate on training materials for applications, systems, and tools
- Provide first-point-of-contact support and troubleshoot Customer Service applications and tools
- Track and escalate issues, recommend corrective actions, and perform root cause analysis
- Identify inconsistencies and recommend modifications to improve the customer experience
- Develop technical documentation and troubleshooting materials
- Conduct maintenance, updates, and proactive health checks
- Produce system and application reports and recommend improvements
- Create business use cases and technical requirements with Customer Service and partners
- Manage multiple requests and prioritize work to meet deadlines
Requirements
What you’ll need- Associate’s Degree or equivalent in Information Technology systems or related field, or equivalent years of experience
- 3-5 years’ experience in technical applications, systems, or tools support
- 1-3 years’ experience in call/contact center management systems and voice application systems and design, such as NICE inContact or similar systems
- Experience handling complex technology projects and issues
- Telephony and multi-channel contact center related applications and systems experience required
- Extremely well-organized with excellent analytical, problem-solving, and planning skills
- Excellent verbal, oral presentation, and written communication skills
- Highly proficient with Microsoft Office Suite or related software
- Exceptional active listening and interpersonal communications skills
- Demonstrated ability in quantitative and qualitative analysis
- Ability to work stateside hours of operation for global applicants
- Ability to work flexible schedules, including off hours and weekends as needed
- High-speed broadband internet connection of at least 50 Mbps and ability to set up a wired home-network connection
- Government-issued photo ID, comprehensive background check, in-person I-9 verification, and possible drug screening prior to employment
Benefits
Comp & perks- Work/life balance
- Flexible work arrangements
- Autonomy
- Health insurance benefits for qualifying employees
- Equal opportunity employer
- Reasonable accommodation support