Business Support Liaison - Morrilton in Morrilton, AR, US at TTEC

Date Posted: 7/26/2018

Job Snapshot

Job Description

Skill Set :
  • IT service and support management.
  • Contact Center process and support knowledge.
  • High degree of customer service skills.
  • High degree of communication and project management skills.
  • Sense of urgency and ability to influence and negotiate.
  • Ability to quickly  analyze issues and determine a root cause.
  • Ability to handle multiple issues and prioritize appropriately

Competencies :        
  • Preferred background in contact center operations.
  • Intermediate understanding of Microsoft Windows, Office, and user settings/preferences.

Expectations :
Responsible for System and ID administration, new user uploads, and basic issue resolution related to the contracted Services. The BSL is not intended to be a full-fledged “technology support” role and those duties should be a small percentage of the position’s overall workload. The BSL at the site is the person responsible for TRIO transactions for that location during ramp. System requirements and technology are the same as an Agent and Representative. This role is responsible to login and utilize the Jabber Instant Messenger for unified and real-time communication. BSL is responsible for designating a trained backup for outage tracking and communication in the event that the BSL is not available. In the event there is Business Support Liaison attrition during the project timeframe, the Vendor is required to replace the position and fulfill job responsibilities until a new Business Support Liaison has completed training. It’s expected the Business Support Liaison will participate in the Ramp calls and support the Account Manager with training class details. The BSL should have a working relationship with the vendor’s internal and on-site IT resources for assistance in troubleshooting and resolving LAN and workstation issues.  
The Business Support Liaison will have a close working relationship and some shared responsibilities with the site Licensing Coordinator.  Ability to communicate, partner, and support this other site role is critical to overall onboarding success.
Job Responsibilities :
Responsibilities include, but are not limited to :
  • Is the site-level systems and ID contact between Vendor and UHS.
  • Provide system and ID support and readiness.
  • Provide troubleshooting assistance to Agents/Representatives.
  • Coordinate Agent/Representative ID tracking and issuance.
  • Communicate new, termed and changes in Agent/Representative status to UHS.
  • Manage system issue tracking, escalation and resolution support.
  • Coordinate all access, change, and term requests for those working on the UHS project.

TTEC (formerly TeleTech) requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC (formerly TeleTech) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.