Call Center IT Technician

Group O, Inc.; Illinois; On-site; USD 22,730 - 24,108; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Plan with Company Match

Generous Paid Time Off

Job summary

Group O, Inc. is hiring a Call Center IT Technician in Illinois. You will provide technical support to ensure optimal IT infrastructure in the call center. The role requires knowledge of telephony systems and relevant technical skills.

As a key member of the IT team, you will manage system performance, onboard agents, and administer systems. The position offers comprehensive benefits including insurance and paid time off.

Qualifications

• Experience with telephony systems and call center software.
• Experience as an IT Technician, preferably in a call center.

Responsibilities

• Provide timely and effective technical support to call center staff.
• Install, configure, and maintain computer systems and peripherals.
• Monitor system performance and troubleshoot connectivity problems.
• Onboard new call center agents and manage credential lockouts.
• Administer Call Center ACD system configuration.

Skills

Strong knowledge of computer hardware

Excellent critical thinking skills

Effective communication skills

Ability to work independently

Education

High School Diploma

Tools

Telephony systems

Call center software

Job description

Call Center IT Technician

Department: Call Center

Employment Type: Full Time

Location: Milan 4905

Reporting To: Adam Lorenz

Compensation: $16.50 - $17.50 / hour

Description

As a Call Center IT Technician, you will troubleshoot hardware and software issues, maintain network connectivity, and ensure all systems are functioning optimally to support our customer service operations. This individual also ensures that the problems are resolved in a timely manner and prepares and executes outbound calling campaigns.

The ideal candidate will be resourceful, initiative-taking, and dedicated to ensuring the smooth operation of the call center's IT infrastructure, contributing to the overall efficiency and effectiveness of the customer service operations.

Key Responsibilities

Essential Functions:

• Provide timely and effective technical support to call center staff for hardware, software, and network-related issues.
• Install, configure, and maintain computer systems, telephony equipment, and other peripherals.
• Monitor system performance and troubleshoot connectivity problems to minimize downtime and ensure seamless operations.
• Onboard new call center agents, manage agent credential lockouts and resets.
• Maintain Call Center thin client equipment and configurations and set up imports and export of calling tables for outbound calling campaigns as needed.
• Manage Call Center headset inventory and equipment inventory.
• Collaborate with other IT team members to implement upgrades and improvements to the call center's IT infrastructure.
• Ensure data security and integrity by implementing and maintaining security protocols and performing regular system backups.
• Maintain detailed records of technical issues and resolutions to assist in future problem-solving and continuous improvement efforts.
• Administer Call Center ACD system configuration.
• Assist in the delivery of training sessions for call center staff on new systems and technologies.

Job Qualifications

Education/Certifications:

• High School Diploma

Experience:

• Experience with telephony systems and call center software.

Preferred Experience:

• Experience as an IT Technician, preferably in a call center or similar environment.

Skills and Qualifications:

• Strong knowledge of computer hardware, software, and network systems.
• Excellent critical thinking skills and the ability to troubleshoot complex technical issues.
• Effective communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently as well as part of a team in a demanding environment.
• Able to work extended hours and work in a stressful environment.

Physical Requirements : N/A

Benefits

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities