Senior Telecom Analyst 7 years of telecommunications industry

manila, National Capital Region

Posted more than 30 days ago


Company:: BPO-services
Company Description:: Customer Interaction: Handle inbound and outbound customer calls, emails, and chats with professionalism and empathy. Issue Resolution: Address customer concerns, troubleshoot problems, and provide effective solutions to ensure a positive customer experience. Product/Service Knowledge: Develop a deep understanding of our products/services to provide accurate information and support to customers. Documentation: Maintain detailed and accurate records of customer interactions, transactions, and issue resolutions. Team Collaboration: Work collaboratively with team members and other departments to achieve overall customer satisfaction goals. Adherence to Policies: Follow established procedures and guidelines to ensure compliance with company policies and industry standards. Continuous Improvement: Provide feedback on processes and suggest improvements for better efficiency and customer satisfaction. Requirements: High school diploma or equivalent; some college education preferred. Excellent communication skills in [language(s) required]. Previous customer service experience in a BPO or related industry is a plus. Ability to adapt to a fast-paced and ever-changing work environment. Strong problem-solving skills and a customer-centric mindset. Benefits: Competitive salary and performance-based incentives. Comprehensive training programs. Career growth opportunities within the organization. Health and wellness benefits. Positive and collaborative work culture. Join our team and be part of a dynamic BPO environment committed to delivering outstanding customer service! Apply now to embark on a rewarding career journey.
Contract Type:: Full Time
Experience Required:: 5 to 10 years
Education Level:: Master’s Degree
Gender:: Any
Number of vacancies:: 10

Job Description

As Senior Telecom Analyst, you will be a member of our Network and Telecom Services Team at Tenerity, supporting our enterprise telecommunications platforms. The Senior Telecom Analyst is a hands-on and dynamic role, maintaining Tenerity’s customer facing Contact Center omni-channel platforms and corporate telephony technologies. Expertise supporting the technology that enables our business and ultimately drives the customer experience is essential to be successful in this role. The role requires a technically-skilled individual with a focus for detail, sense of urgency, and a tenacious mind-set to overcome obstacles for this unique opportunity to work within the Global IT Infrastructure group at
Tenerity.

Requirements:
 7+ years of telecommunications industry experience, supporting omnichannel Contact Centre technologies
 5+ years experience Verint Email / KANA Response administration is strongly preferred. Includes administration of mailboxes, rules and templates, HTML, XML, and troubleshooting.
 5+ years experience NICE InContact CXone administration is strongly preferred. Includes application of best practices and concepts including ACD, CTI, IVR and how each applies to NICE InContact CXone platform components (MAX, ACD, Softphone, Inbound, Outbound Dialer, Scripting)
 3+ years experience maintaining Avaya PBX and ACR/NICE Call Recording is preferred
 Experience supporting a global enterprise and regulatory requirements including PCI, GDPR, and CCPA.
 Strong technical knowledge associated with enterprise email systems is preferred. Includes O365, email routing, DNS, SMTP, DKIM, DMARC, SPF.
 Experience with Toll Free and DID numbers, and telecom carrier portals.
 Experience with Microsoft Teams Operator Connect or Direct Routing a plus.
 Proficiency in Microsoft Office suite, Jira, Confluence, and ServiceNow.
 Superior written, verbal, and presentation skills.
 Goal oriented self-starter, motivated to succeed.
 Team player who is willing to assist peers, management, and other departments to
achieve positive outcomes for the company.
 Bachelor’s degree in Telecommunications, Information Technology, Engineering,
Computer Science or related discipline, or an equivalent combination of education
and experience in contact center operations.
 Relevant industry technical certifications and training is preferred.

120k to 150k