We are setting out to be the world’s leading platform and connected international student community through building tons of new products to put our customers at the heart of everything we do.
For over 50 years our global network of 93 offices has been helping students to achieve their goals through studying abroad. By pursuing a global education at the beginning of their careers, we help them experience life-changing opportunities. For more than 5,000 employees in more than 50 countries, IDP Education is a specialist employer of choice in major cities across the globe.
If you share our passion in helping people to pursue their dreams through education and thrive in an innovative agile digital culture then come and join us as we undergo our digital revolution.
Position Purpose
This position will support IDP Student Placement Contact Centre omnichannel call centre solution for–Incident management, problem solving and any issues on the integrated platform with external systems (SAP, yMarketing and Integration middleware). Full ownership of incident and problem management relating to the underlying Network Infrastructure supporting the Contact Centre Solution. This position will have a close working relationship with the Contact Centre System Administrator.
Responsibility
Delight our customers by delivering prompt, professional and thorough solutions to their IT needs consistent with the demands of our growing business.
Taking an end-to-end approach to service management following through on service delivery through the Technology and other related resolver teams.
Monitoring current integrated Contact Centre solution via integration, application, and network dashboards.
Interrogating and understanding data produced from the monitoring dashboard tools.
Continual Service Improvement and recommendations based on lessons learnt through incident and problem management, and system monitoring.
Triage Incident Management on level 2 support, troubleshoot problem management using the ITIL framework.
Work in 24/7 rotational shift and ensure incidents are triage and resolved within the agreed SLA
Support the Contact Centre System Administrator for product enhancements, implementations, unit testing and coordination of changes to the Contact Centre cloud platforms, as required for system configuration on ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialling lists and rules, queue and other messaging, call recording services, email, chat, studio scripting and other components.
Collaborate with the System Administrator, developers, and cross-functional teams across IDP’s integrated landscape
Support in maintaining existing technical documentations.
Liaison with Third party vendors, partners and suppliers including Verizon, Nice inContact and Genesys
Creating of monthly service level performance reports, and any other reports required
Relationships
Internal
Global Student Placement Contact Centre teams
Service Desk team
System Administrator
DigiTech team
Student Placement Operations team
Student placement Marketing team
Student placement Tech & Development teams
External
Third party vendors, partners and suppliers including Verizon, Nice inContact and Conn3ct
Personal Specification
Essential Requirements
Bachelor’s degree or relevant professional engineering qualification with major in information technology computer science, information science, computer systems analysis, or a related field.
3 years of professional experience with minimum 1 years of experience in contact centre tech support or telephony technology.
Willing to work in 24/7 rotational shift
Knowledge and experience in effectively working with the ITIL framework
Ability to effectively articulate technical challenges and solutions
Experience in supporting customers around the globe and willing to work in shift hours
Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanour adopter.
Desirable Requirements
Previous Nice inContact or Genesys PureCloud experience
Experience with complex data and/or voice networks, ISDN PRI,SIP and hosted PBX
Experience with network and application monitoring tools
Exposure to SAP Cloud products namely C4C, SAP Hybris Marketing and middleware support or any CRM application
Contact Centre network, ACD/IVR, dialler, workforce management, software or other solution operations or technical experience like Avaya Cisco etc…
WORKING AT IDP
IDP Education’s ongoing success comes from our highly committed and caring employees around the globe. We encourage teamwork in order to leverage our people’s diverse talents and expertise through effective collaboration and cooperation throughout our business.
We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.
We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world. We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.
With a start-up spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world&rsquos...
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