SITEL is in search of a Software and Network Support Specialist in the Atlanta, GA area to be a part of our partnership with a large technical client in the North Dallas area; a producer of software, calculators and services for the education and retail markets. The ideal candidate should have experience managing the deployment of computers on the network, configuring the computers for use, deploying software, and troubleshooting both hardware and software.
SITEL, a leading global provider of customer support services, empowers companies to grow by optimizing contact center performance and unlocking customer potential. SITEL designs, implements and operates multi-channel contact centers to enhance company performance and growth.
•Engage with external and internal customers to resolve problems ranging from product defect, support, escalated issues.
•Efficiently manage and resolve high-profile escalated software deployment and performance issues from both internal and external customers
•Participate in field testing and troubleshooting of proprietary hardware and software products
•Testing, troubleshooting and quality analysis of hardware and software products in production and pending release
•Provide basic analysis of field data to identify trends and be proactive in the resolution of newly emerging issues
•Actively support the training department with creation and delivery of training materials related to information learned from the field
•Accurately and thoroughly document customer interactions, process and procedures for all aspects of job function.
•Acquire and maintain current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
•Other duties as assigned
Knowledge and Skills
Knowledge and Skills Required
•Ability to work efficiently and effectively with internal and external customers
•Experience configuring Windows XP, Vista or Windows 7 for use in multiple types of environments
•Extensive experience troubleshooting software under both Windows and Mac platforms, in single-system and managed group system scenarios.
•Possess strong customer communication skills, explaining technical topics to all levels of experience, from inexperienced users up to technical IT Managers.
•Working knowledge of current technology and ability to learn new technologies quickly
•Strong interdepartmental communication skills, advocating customer issues to product development for rapid resolution and training phone support agents in troubleshooting techniques and processes.
•Basic knowledge of Microsoft GPO and Office products
•Successfully engage in multiple initiatives simultaneously
•Ability to establish and maintain cooperative and effective working relationships with others
•Experience in the following areas is a plus:
oWorking knowledge of Microsoft Share Point
oServer deployment experience
oAutomation with VBScript, Batch, or other languages (AutoIT,etc)
oiOS and Android mobile operating system
oWorking knowledge of a database system, such as Microsoft Access, MySQL, or SQLLite
oWorking knowledge of a programming or rapid application development language, such as VB.Net, C#, PHP, or Java
oBasic knowledge of common imaging tools such as, but not limited to Acronis and Ghost.
SITEL offers a competitive benefits package including, but not limited to Medical, Dental, Vision, Life Insurance, and 401(k).
SITEL also offers great opportunities for growth and development through internal advancement opportunities into higher level technical support and other avenues.
2-5 Yrs Exp
Sitel - 2 years ago
When businesses need a little help in taking care of their customers, teleservices company Sitel (formerly ClientLogic) wants to be there....