Call Center Support Technician at realtor.com
This role will assist in the management of call center operations. Primary responsibilities will include Vonage Contact Center administration, development and management of Vonage call paths and numbers, managing Salesforce and Vonage escalations, Moves/Adds/ Change processing for HR events, reporting and analytics, and assisting current team members with support tasks. Basic knowledge of call center administration, terminology, and processes are necessary for this position. This role will be instrumental in ensuring ongoing optimal performance of both inbound and outbound telephony, ensuring end user uptime and performance, and maintaining documentation and processes for the call center.
Duties & Responsibilities:
Monitor, support and document the operation of Salesforce and the Vonage Contact Center (VCC) UCaaS platform.
Configure, troubleshoot, and resolve end-user telecommunications issues.
Plan and implement telecommunication moves, adds and changes.
Maintain documentation and configuration of VCC and telecommunications information.
Provide technical support for Salesforce and Vonage Contact Center, telephony, and basic computing issues by identifying problems and developing solutions in a high intensity sales environment.
Maintain and document DID and toll-free numbers, call paths, hardware inventory, and other systems documentation, as necessary.
Produce both ad hoc and scheduled Salesforce and Vonage reports in support of the call center and VCC environment.
Ability to work with sales leadership with confidence and business acumen, distill end user and business requirements, and produce effective solutions from the requirements.
Design and publish KPI reports to the management and recommend best practices within the Salesforce and Power Dialing platform.
What We Like to See / Measures of Success:
Minimum one-year experience working in a large .COM (or similar) environment desired.
Solid experience with Salesforce reporting, basic configuration, and functionality.
Basic knowledge of both inbound and outbound call center terminology and functionality.
Preferred knowledge of Vonage Contact Center.
Preferred knowledge of Salesforce
Familiarity with telco provider terminology, acronyms, and vendor troubleshooting processes.
Working knowledge of Google G-Suite Products.
Ability to prioritize and track multiple projects and drive to successful completion.
Experience with helpdesk ticketing systems to document and manage requests and troubleshoot issues with third party vendors and in-house support organizations.
Demonstrates a basic understanding of core IT applications and systems, Windows and iOS application configuration, various external computing hardware accessories, and of project management concepts.
Basic knowledge of LAN and WAN technologies, terminology, and troubleshooting.
Demonstrates proficiency in operational support of call centers, end user computing, and Salesforce, and project management.
At realtor.com®, we believe that everyone deserves a home of their own. We’re a community of nearly 2,000 employees who work hard to ensure that from the moment someone starts dreaming about a new home, to the moment they walk in the door and beyond, we’re there to lend a helping hand. Every month, over 85 million people trust us with their journey home by visiting our site and mobile apps, and we’d love to have you join our team to help.
We’ve got great offices in the U.S. and Canada with lots of sweet jobs to choose from, so we’re hoping you’ll join us on our journey to make buying, selling, renting, and living in homes easier and more rewarding for everyone.
Let’s make a difference, together. For Real.
Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.