Support Operations Specialist

Veritas Software

Job Description

Support Ops Specialist – Veritas Technical Support, Global Command Center

Responsibilities

Monitors real-time activities for Veritas Enterprise Support 24/7. Ensures that Technical Support cases/calls are being answered within established internal service level goals.   If gaps exist in schedules during the day, the command center specialist will work with the Delivery managers to identify and mitigate those gaps to ensure customers’ needs are met in their moment of need.  This team will oversee all of Veritas Support Solutions globally real time with pre-defined plans for business continuity.  Some of the activities below are examples, but are not necessarily limited to these functions:

  • Manages real-time activities across all sites around the globe
  • Processes CTI skill changes as needed
  • Tracks real time reporting needs
  • Administers and communicates service level performance reporting by tier at specified intervals of the day
  • Monitors RTA, Real Time Adherence Tools for schedule compliance
  • Analyzes multiple skills/queues in real time to ensure cases are being addressed  
  • Evaluates outsource vendor queues and RTA to ensure a consistent customer experience
  • Manages outage incidents of critical tools and is the single point of contact for IT and the business
  • Running, Supporting and/or maintaining components of infrastructure (Databases, Reports, Analytics, Scripts, Tools, Techniques) which enable technical support management
  • Preliminary analysis of operating results from the trend reporting

Qualifications

  • Bachelor’s Degree, applicable certification or equivalent work experience required
  • 2-4 years total experience with applicable workforce management tools and technologies
  • Advanced knowledge and understanding of database structures, Access, SQL and Excel
  • Flexible work hours including weekends and holidays as needed

Veritas is an equal opportunity employer.  All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law

Location:  Heathrow, FL

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Confirmed 3 hours ago. Posted 28 days ago.

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