• Call Center Software Adminstrator | Iowa City

    Job Locations US-IA-Iowa City
    ID
    2016-1581
    Updated Date
    10/19/2018
    Department
    Management Information Systems
    Type
    Full-Time
    Schedule
    Day, Evening and Weekend
    Wage Description
    Salary Commensurate + Bonus
    Bonus
    Monthly
    Education
    Technical Training or Combination of Training and Experience
    Min. Years Experience
    0
  • POSITION OVERVIEW

    RAISE THE BAR

    Mass Markets is a rapidly growing, industry leading business process outsourcing and software development organization and we are looking for the right candidates to join our world class team. As a Systems Administrator, you will provide day-to-day administration of Windows servers and applications. Your work is crucial to our continued success.

    • Competitive Pay
    • Employee Stock Contract
    • Opportunity for Advancement
    • Full Medical, Dental & Vision Benefits
    • Paid Time Off and Paid Holidays
    • IRA Options and Life Insurance Options
    • Flexible Work Schedule
    • Work at Home Access
    • Positive Team Environment
    • Positive Team, Office and Entrepreneurial Environment
    • Company Paid Cell Phone
     Business Team 1 - Small

     

    POSITION RESPONSIBILITIES

    As a Call Center Software Administrator, you will provide day-to-day administration and support for multiple hosted and installed call center and telephony software applications throughout the organization. The software administrator is responsible for developing a deep and comprehensive understanding of multiple platforms including predictive, preview and automatic outbound dialing applications, inbound ACD (automatic call distribution), strategic data insight, call list management, systems deployment, configuration and testing and the overall support of front line call center operations personnel.

     

    • Managing various call center applications such as client CRM, dialer, IVR, email and chat programs.
    • Performing system configurations for multiple applications, client software installations on local and remote machines, managing updates and upgrades of software to reduce impact/downtime.
    • Providing daily operation support, education and troubleshooting for software issues, errors and downtime.
    • Working with and managing external vendor relationships, developing vendor partnerships, managing software and licensing cost controls.
    • Working with external vendors to resolve critical performance/up-time affecting issues and to put preventative measures in place.
    • Analyzing system performance versus requirements and proactively providing ideas to increase performance, effectiveness, efficiency etc.
    • Monitoring system security and taking appropriate steps to resolve breaches and prevent possible intrusion avenues.
    • Designing, installing, configuring, testing and deploying cross-application integrations.
    • Working with operations, business development, compliance and other teams to design comprehensive software and service solutions for current and prospective clients.
    • Developing an understanding of regulatory compliance requirements and managing audits and frequent investigations to ensure systems remain compliant.
    • Providing helpdesk support to the rest of the organization, resolving tickets, projects, critical issue resolution.
    • Preparedness to speak to external clients or prospects in an informed, professional role.
    • Schedule flexibility, especially during the launch of new projects or the deployment of new software/software updates to the organization.
    • Other duties as required.

    CANDIDATE QUALIFICATIONS

    Qualified candidates will be willing to learn new programs, processes and technology. Candidates should be positive, driven and confident individuals that will represent the company and its customers professionally at all times. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

    • Extremely high level of comfort working with all Microsoft Office tools, especially Excel, Word, and Outlook. Experience with Visio and MS Project are a plus.
    • Experience designing and creating Standard Operating Procedure documents.
    • Experience with Microsoft SQL Server and Transact-SQL is a huge plus!
    • Demonstrated ability to work on diverse projects simultaneously, requiring detailed analysis, creative/practical problem solving, time management, and sound judgment
    • Ability to self-motivate while operating effectively in a team-oriented and collaborative environment
    • Excellent verbal/written and interpersonal skills

    COMPENSATION DETAILS

    At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and rewards are exceptional.  Our people are not just employees; they are our business, our most important resource!   Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.  

     

    Employees earn generous paid time off as well as paid holiday’s and paid training opportunities.

     

    Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets and even cars.

     

    All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days.  Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period. 

    ABOUT US

    As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options. 

     

    Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.

     

    For more information visit www.massmarkets.com

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