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KEY RESPONSIBILITIES • Infrastructure and Network Management: • Ensure network, infrastructure, and telecom for contact center setup are operational at all times. • Perform 1st level support for contact center technology issues before escalating to vendors. • Liaise with Group Shared Tech Support Team and vendors for system, infrastructure, network, and telecom setup and troubleshooting. • System Implementation and Administration: • Manage new system implementations, collaborating with vendors through development, testing, go-live, and ongoing maintenance. • Articulate business & integration requirements between users & vendor. • Serve as a system administrator, configuring new requests such as IVR and adjusting business hours/holidays in the system. • Assist in implementing improvements, such as new reports and dashboards, to optimize contact center operations. • Financial and Project Management: • Prepare memos and obtain approvals for all contact center tech support activities that require financial resources. • Participate in conducting Requests for Proposal (RFP) for contact center technology requirements. • Business Development and Support: • Provide demo materials for business development purposes. QUALIFICATIONS • Bachelor Degree in Information Technology, Computer Science or related field. • Minimum 2 years relevant experience in an IT support role. Candidate with Customer Service experience are an advantage. WHY JOIN US • Comprehensive medical benefits for you, your spouse, and children, ensuring your well-being is our top priority. • Rest easy with our group term life coverage, providing you with security and assurance. • Stay energized with meal credit that keep you fueled throughout the day. • An in-house futsal court, badminton court, plus a gym for post-work workouts. • A variety of fun-filled events and gatherings to unwind. • Achieve a healthy work-life balance, ensuring you thrive both in and out of the office.