Hybrid Systems Solutions Coordinator bei 1-800-FLOWERS.COM, INC.
1-800-FLOWERS.COM, INC. · Medford, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in Medford
The System Solutions Coordinator, will report to the Supervisor, System Solutions and will work closely with the Contact Center Leadership and support teams, as well as Enterprise partners to deliver Excellence Plus service to all customers.
“To help our customers express themselves and connect with the important people in their lives”
System Solutions Coordinators are the liaison between the Contact Center and the IT department.
This position will last a minimum of six weeks and will be extended based upon business needs.
This position is responsible for determining user error versus performance/system problems. This position also assists associates in the resolution of general problems related to desktop applications, telephones, hardware and/or any other applications required to perform their primary functions.
Other duties include working System Solutions reports, Data Management, Onboarding Permissions and Facilitation, and other duties as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Support Contact Center users with resolving and troubleshooting technical & system issues in person, via phone, email, messenger, etc. related to desktop applications, telephones and/or any other applications required to perform their primary functions
- Quickly determine the severity of an issue/outage based on the customer facing impact and cascade communication to all appropriate channels/parties
- Submit follow-up and review Remedies.
- Facilitate hardware testing and replacement within the contact centers (Monitors, Keyboards, headsets, Mice, etc.)
- User ID creation/deactivation and password resets for all contact center tools/systems
- UAT testing and support for SSI, CCS, and any other Call Center tools requested (Subscription Tool, InContact, Genesys, Qualtrics, QM, Sprinklr etc.)
- Meet regularly with Service Center teams to determine needs within the center
- Serve as the Subject Matter Expert (SME) and support/technical liaison with Enterprise Service Desk
- Complete & publish reports for System Solutions, Data Management and other areas as needed
