Be Part of the Future of Marketing Promotions – seeking Contact Center Applications Administrator for YA’s growing Chatham-Kent Contact Center.
YA, the industry market leader in delivering flawless omni-channel marketing promotions for the nation’s most respected brands, is expanding its Chatham-Kent, Ontario, Contact Center as a result of the company’s continued and rapid growth.
Our goal is to hire the most talented people in our industry. We understand that to be an employer of choice, we have to offer a strong company culture; competitive pay and benefits; and an energizing space in which to work. We are making our facility in Chatham-Kent a workplace destination for the best and the brightest. Join YA today!
Position Summary: The Application Support Analyst is a critical role to ensure client technologies supporting the YA Contact Center operations are performing as expected. The position will play a key role in ensuring the configuration and uptime of systems supports the contact center’s business objectives. The Administrator will be exposed to a broad range of technologies including infrastructure and application business logic.
Required Skills / Core Responsibilities:
Configure and support the call/chat/email routing system (Aspect) ensure consumer interactions are being serviced in a timely and effectively.
Configure and support the case management and knowledge platform (Zendesk). These activities require continued partnership with the contact center business team and corporate Digital Services to ensure application is operating optimally.
Assist with on-boarding activities like agent set up and configuration in the supported tools.
Own and resolve Contact Center application issues which could include escalating to corporate Digital Services and application vendor. This responsibility also includes constant communication with the Contact Center business.
Lead SEV1 incident process by proper escalation, communication and root cause analysis.
Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application. Note interruptions or bugs in operation and perform problem solving exercise to determine problem and ensure continued use of the application.
Assist staff in unit with use of application that automates or executes their business processes.
Develop data extractions or develop reports from requests or requirements stated by Contact Center and clients. The role includes gaining a deep understanding of the data provided by Aspect and Zendesk and how to interpret and use the information to measure Contact Center performance.
Work with development team and system operations team to configure and maintain technology stacks to support development cycles.
Partner with corporate Infrastructure team as the “voice” of the Contact Center team and leads improvement initiatives.
Keeps manager informed of important developments, potential problems and related information necessary for effective management. Coordinates/communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.
Be a back up to the onsite Technical Support Administrator
Performs related work as apparent or assigned.
Required Experience, Skills and Abilities:
Bachelor’s degree in Business or Information Systems or other related field; or the equivalent amount of hands-on experience
1-3 Years’ experience in technology support role
1-3 Years’ experience in the contact center business
Good knowledge and experience with Aspect and Zendesk preferred
Technical skills include:
Configuration of off-the-shelf technologies, preferably in contact center technologies like call routing and service management.
Support windows based systems.
Intermediate SQL skills
Experience with monitoring and ticketing systems
Experience with cloud technologies like Amazon Web Services and SaaS solutions * Strong troubleshooting skills with persistence to solve problems.
Demonstrated ability to work under pressure
Ability to lead teams towards incident resolution and communicate technical issues and resolutions in layman’s terminology, clearly and succinctly
Ability to document issue symptoms, steps taken to remedy symptoms, and root cause analysis
Client centric work style approach, preferably in an interactive/consulting agency or in a marketing/advertising environment with Fortune 500 clients
Proven ability to identify and resolve business issues as a collaborative business partner adept in building functional relationships and manage through influence to drive business results
Ability to clearly and effectively articulate thoughts verbally and in writing
Proven analytical, organizational, project and time management skills
Able to travel to the US
Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and sills required of personnel so classified.
About YA Canada
For 45 years, YA has been a leader in promotional marketing services. We deliver flawless, data-driven, digital, social and mobile promotions, such as rebates and rewards, enter to win, referral and loyalty programs, to the nation’s most respected brands. With deep expertise across multiple industries, our end-to-end management of 3,500+ promotions each year creates tens of millions of consumer interactions annually. We then analyze these interactions to understand the drivers of consumer behavior. This makes us experts at turning even first-time customers into loyal brand advocates who take action, buy more and spread the word.
We thank all interested candidates, however, only those under consideration will be contacted.
Please send resumes to: HR.CK@yaengage.com
YA Canada is committed to creating a diverse environment and is proud to be an equal opportunity employer. Upon request, YA Canada will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process.