Helpdesk-Service Desk Associate Job Listing at TeleTech in Austin, Texas

At eLoyalty, a TeleTech Holdings company, we are committed to excellence in
the delivery of our comprehensive cloud and premised based solution offerings
that include contact center, web and speech self-services.  We are a Cisco
Gold Preferred Partner and attribute our success to our talented team of
professionals who are passionate about the drive for results and providing best
in class service to our clients. 

As a Helpdesk/Service Desk
Associate you will work with our enterprise level clients providing
troubleshooting of primarily Cisco UCCE solutions involving the Unified Contact
Center Enterprise product suite.  In this role you will leverage your
knowledge and experience with problem resolution of LAN/WAN troubleshooting,
Windows 2000/2003 server administration and support in conjunction with the
following:

• general helpdesk / NOC experience
• external customer helpdesk experience
• client connectivity / remote access tools
• desktop server application support
• call center (ACD / CTI / IVR) support

Key skills, experience and
requirements:

• 1st level support or service desk experience
  supporting a telecom/ACD/contact center solutions environment
• technical skills:
• background in Microsoft technologies
• eg. registry, OS, file
  systems, event logs, directory services
• basic MS-level administration
  
• experience supporting a call center (ACD / CTI / IVR)
• call routing / scripting
• Cisco ICM, CVP OR IPCC experience (highly preferred)
• client connectivity / remote access tools
• desktop server application support
• Ability to work 5 x 8 hour shifts which may include
  nights and one weekend day
• Should be able to perform the following functions:
• assessment of monitoring systems output
• handling of all inbound contact (pages, etc.) and
  responding to the customer
• basic queue management (e-mail and web requests)
• provide response to meet
  SLAs, do initial capture analysis, and possible Incident resolution
• basic Move, Add, Change duties in a telecom setting
• basic locksmith duties (password reset, etc.)
• soft skills:
• strong client interaction / general soft skills
• strong written and spoken language skills
• able to handle stressful situations in a professional
  manner
• process oriented – able to follow detailed instruction

We offer an outstanding career
development opportunity, a competitive salary along with full comprehensive
benefits.  We are looking for individuals with a team player attitude,
strong drive for career growth and a passion for excellence in client support,
delivery and satisfaction.