Contact Center Support Engineer
Equifax
Heredia, Heredia, Costa Rica
hace 11 horas

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.

We work to help create seamless and positive experiences during life’s pivotal moments : applying for jobs or a mortgage, financing an education or buying a car.

Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees.

Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

The perks of being an Equifax employee?

  • We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, on site doctor, paramedics service 24 / 7, life insurance, gym facilities, schedule flexibility, collaborative work spaces, work from home opportunities, free transportation and parking, subsidized cafeteria, solidary association and organizational growth potential
  • What you’ll do :

  • Support multiple systems / application releases simultaneously in different geographies in private / public cloud environments.
  • Monitor systems / applications and work with experienced engineers to develop documentation and scripts.
  • Handle customer requests, incidents and inbound calls regarding technical issues related to the use of the software built and leveraged within the organization.
  • Ensure all reported issues are logged with appropriate detail, and track them for completion.
  • Security Knowledge of Systems / Applications is necessary while performing the day to support.
  • Demonstrate a customer centric focus while working with internal and external stakeholders.
  • Re-produce and work with Engineering / Operations teams to resolve complex technical issues in a timely manner
  • Qualifications :

  • Minimum 2 years of experience in call center applications specifically CTI, IVR, call routing and integration with dialer systems
  • Minimum 2 years of experience in Troubleshooting the issues by analyzing the Logs.
  • Must have call center experience and understand overall call center concepts
  • Minimum 1 year experience in Genesys Framework
  • Experience on analysis of SIP messages and T-lib events.
  • Expertise in Genesys clients likes CME, SCI, GA, OCM and IRD.
  • Experience with installation and configuration of various Genesys framework components.
  • Have in-depth knowledge and working experience in Voice networks and the various elements (switching, signaling, intelligence network, messaging, directory, notification, etc.).
  • Success attributes of an Equifax employee; does this describe you?

  • Accountability
  • Curiosity
  • Collaboration
  • Think and act differently
  • Ownership
  • Decide-Execute-Ship
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