Workforce Optimization Support Specialist
About The Position
The Workforce Optimization Support Specialist provides subject matter expertise and assistance to users within the CXone Contact Center platform and affiliated modules. This position will be responsible for providing product information, account maintenance, product training and support needs of the end users. They will interact with and support end users from multiple contact centers; serve as a technical resource providing troubleshooting and customer assistance on CXone software related issues. Document troubleshooting steps and resolutions, collaborate with peers to identify trending issues and provide feedback on business needs or opportunities. Demonstrate high integrity and maintain professional internal and external relationships that meet the department’s core values. Performs various duties as needed to successfully fulfill the function of the position. This position may be eligible for hybrid work.
Requirements
- High School Diploma or GED, AND: 18 months experience in data analysis, project coordination, or related experience
- Ability to communicate verbally and in writing
- Ability to understand written material and instructions
- Excellent customer service skills
- Basic computer skills
- Detail oriented
- Ability to research information to obtain an answer or solution to a problem in a timely manner
- Ability to sit and talk for prolonged periods
- Hand and finger dexterity
- Engage in repetitive motion of the wrist, hand, and fingers
- Standard Office Environment
Nice To Haves
- 24 months professional IT support experience
- Experience with NICE CXone contact center software
- Experience with contact center ticketing systems
Responsibilities
- Providing product information
- Account maintenance
- Product training
- Support needs of the end users
- Interact with and support end users from multiple contact centers
- Serve as a technical resource providing troubleshooting and customer assistance on CXone software related issues
- Document troubleshooting steps and resolutions
- Collaborate with peers to identify trending issues and provide feedback on business needs or opportunities
- Demonstrate high integrity and maintain professional internal and external relationships that meet the department’s core values
- Performs various duties as needed to successfully fulfill the function of the position
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
