The role of the Dialer Support Analyst is to provide technical and operational assistance for the predictive dialers. This includes both production support (resolving TRs to support daily business operations) and project support (managing development and implementation of system installations, changes, upgrades and enhancements). The Dialer Support Analyst will partner with Operations, other IT groups, and vendors to troubleshoot, diagnose and resolve production problems; and gather requirements, facilitate design decisions and manage development, testing and implementation of project requests. TR and project efforts must comply with SLAs and standards for project control and documentation.
Accountabilities include but are not limited to:
Provide primary and secondary on-call coverage (24/7) for dialer TRs
Gather necessary data / examples to diagnose problem
When appropriate, open and manage vendor support requests
Develop or determine problem resolution
Test resolution on development system
Obtain operational approval of test results and implementation plan
Follow IT change implementation requirements
Participate in required conference calls for severity 1 issues
Ensure prompt resolution and SLA compliance
Concurrently lead or support multiple project requests (SOWs & TPRs)
Apply standard project management methodologies and tools
Assess project deliverables, identify critical paths and dependencies
Estimate time and cost requirements
Establish project plan, project schedule (including all key milestones), and risk / contingency plans
Develop end to end project test plans
Coordinate scheduling and implementation of project solution
Maintain and update project documentation (project schedule, issue log, meeting minutes, etc.)
Serve as the main client contact for duration of the assigned project
Provide timely status updates on assigned TRs and projects
Experience:
Business Expertise: Working knowledge of Collections policies, processes and procedures; project management skills
Technical Knowledge: Working knowledge of predictive dialer operations and architecture, Unix and Sybase skills, telephony and networks
Education / Experience: Associates degree from a technical school or equivalent experience
Customer Focus: Attention to details to ensure highest quality of customer satisfaction
Planning: Strong organizational skills
Travel - under 25%
To Apply to this job go to http://www.GadBall.com or click here