Contact Center Technical Support Admin. at 1st Franklin Financial Corporation
1st Franklin Financial Corporation · Toccoa, United States Of America · Onsite
- Professional
- Office in Toccoa
The Contact Center Technical Support Admin oversees the daily administration and optimization of the Live Vox platform, testing, deployment and routing to ensure seamless multi-channel contact center operations. This role bridges platform administration, contact center operational support, and direct technical assistance for hardware and peripherals.
The Admin configures and maintains the Live Vox environment, supporting operational models for inbound and outbound calling, and resolving frontline technology issues to keep agents fully operational.
Key Activities
1. Manage Live Vox Smart Reach Platform Administration
a. Configure, maintain, and optimize platform settings, campaigns, and routing
b. Create and manage user profiles, permissions, and security configurations
c. Monitor system performance and proactively troubleshoot issues
d. Implement and support inbound and outbound contact strategies across multiple channels (voice, SMS, email, etc.)
e. Collaborate with operations teams to ensure platform workflows align with business goals
f. Generate and analyze reports to track key metrics and agent performance
a. Configure, maintain, and optimize platform settings, campaigns, and routing
b. Create and manage user profiles, permissions, and security configurations
c. Monitor system performance and proactively troubleshoot issues
d. Implement and support inbound and outbound contact strategies across multiple channels (voice, SMS, email, etc.)
e. Collaborate with operations teams to ensure platform workflows align with business goals
f. Generate and analyze reports to track key metrics and agent performance
2. Manage Multi-Channel Contact Center Support
a. Support operational models to integrate multiple channels of work
b. Partner with leadership to adjust routing, scheduling, and campaign settings for workload balancing
c. Ensure compliance with relevant regulations (TCPA, GDPR, etc.)
d. Participate in testing and deployment of new features, updates, and integrations
e. Serve of SME of Contact Center
3. Oversee Technical Support for Contact Center Equipment
a. Provide on-site and remote direct support for PCs, phones, and other electronic peripherals used in the contact center
b. Troubleshoot connectivity, audio, and hardware issues impacting agent productivity
c. Perform basic network connectivity checks and escalate complex issues to IT infrastructure teams
d. Install, configure, and maintain endpoint devices as needed
e. Keep accurate documentation of equipment inventory and support requests
a. Provide on-site and remote direct support for PCs, phones, and other electronic peripherals used in the contact center
b. Troubleshoot connectivity, audio, and hardware issues impacting agent productivity
c. Perform basic network connectivity checks and escalate complex issues to IT infrastructure teams
d. Install, configure, and maintain endpoint devices as needed
e. Keep accurate documentation of equipment inventory and support requests
Education, Qualifications, Experience
Undergraduate Degree in Business or IT related field
* 3+ years' experience in Cloud-based communications platforms
* Proven experience administering the Live Vox platform in a contact center setting
* Working knowledge of inbound and outbound call models and multi-channel contact center operations
* Strong troubleshooting skills for PCs, telephony devices, and related accessories
* Excellent problem-solving skills
* Ability to prioritize and manage multiple tasks in a fast paced environment
* Monday through Saturday with flexibility to support occasional off-hours troubleshooting or project implementation as needed
* Advanced interpersonal relationships and consultative skills at a variety of levels and business settings
* Demonstrate the ability to analyze relevant information and apply individual judgement
* Strong communication skills (verbal / written)
* Must possess a valid driver's license and the ability to operate an automobile
Apply Now
* 3+ years' experience in Cloud-based communications platforms
* Proven experience administering the Live Vox platform in a contact center setting
* Working knowledge of inbound and outbound call models and multi-channel contact center operations
* Strong troubleshooting skills for PCs, telephony devices, and related accessories
* Excellent problem-solving skills
* Ability to prioritize and manage multiple tasks in a fast paced environment
* Monday through Saturday with flexibility to support occasional off-hours troubleshooting or project implementation as needed
* Advanced interpersonal relationships and consultative skills at a variety of levels and business settings
* Demonstrate the ability to analyze relevant information and apply individual judgement
* Strong communication skills (verbal / written)
* Must possess a valid driver's license and the ability to operate an automobile
