Technical Services Specialist

InComm   •  

Miami, FL

Industry: Retail / Diversified

  •  

5 - 7 years

Posted 396 days ago

About This Opportunity

This opportunity will be responsible for ensuring that IAS customers (including but not limited to Telecom Providers, Agents, End-users and internal customers) are given a memorable experience, receiving the highest level of service from IAS’s Technical Support Staff. In addition to this primary objective the TSS is responsible for supporting all customer facing production systems and guaranteeing Self Service Machines (SSMs) systems are operating efficiently and effectively.  The role is the main point of contact for the proprietary API system, facilitating access to development and production environments with proper and up-to-date credentials needed to access IAS systems.  The TSS also owns the task of business systems administrator for the Customer Experience & Customer Care teams.   

Responsibilities

  • Primary contact for “on-boarding” new vendors via our API; accomplishing successful testing and integration. Troubleshooting and assisting vendors through the process
  • System Admin for customer facing and/or impacting applications & those used by the Operations teams (including but not limited to CRM & phone queue system, internal systems, and product APIs)
  • Responsible for enabling the Call Center Technical Support Reps (TSR) with the proper processes needed to provide world-class service to IAS customers through product training, equipment installation, troubleshooting and root-cause analysis
  • Partners with the business & technology stakeholders within IAS to identify opportunities and drive solutions focused on minimizing customer effort and improving the customer’s experience
  • Provides consultation and feedback to Customer Care Management to improve overall technical support effectiveness
  • Handles escalated customer related issues from TSR team
  • Works collaboratively with other departments to resolve issues and report defects on production systems
  • Resolves highly complex technical issues impacting IAS customers by working closely with developers to evaluate and troubleshoot software and hardware functionality
  • Engages with cross-functional teams through all stages of product development by evaluating design concepts for customer satisfaction, reliability and ease of maintenance
  • Works with the various Technology teams in completing testing of customer facing solutions
  • Develops a strong relationship with the sales team to evaluate key areas of improvement for supporting customers (dealers)
  • Partners with the Corporate Trainer and Technical Writer in the development of training materials

Qualifications

  • Bachelor’s Degree with 3 – 5 years of experience in related field (may be substituted with 7- 10 years of proven related work experience primarily within web services)
  • Position requires strong working knowledge of API configuration and XML
  • In depth PC knowledge including Microsoft Office, Outlook, Internet, Self Service Machines (SSMs), & remote desktop technologies;
  • Trouble shooting complex system issues expertise
  • Fluency in English is a must; Fluency in Spanish is highly desirable
  • Demonstrated experience leading cross-functional programs/projects
  • Experience interpreting data analytics to derive business insight and drive customer value
  • Well-developed organizational skills and extensive follow-up skills are a must
  • Accountability and ability to work within a set deadline
  • Excellent phone etiquette, written, and verbal communication skills
  • Regular and predictable attendance is an essential function of this position; may be required to go to Remote Disaster Location (Atlanta) in case of hurricane/emergency

 The above job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the company.

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.