Network Administrator

Summary:

The Network Administrator’s role is to support the stable operation of the in-house computer network. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties And Responsibilities include the following. Other duties may be assigned.

• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products. Maintain all network hardware and equipment, including routers, switches.
• Maintain servers, including e-mail, Active Directory, and FTP.
• Maintain security solutions, including firewall, anti-virus, and intrusion detection systems.
• Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.
• Establishes and maintains network users, user environment, directories, and security.
• Monitor and test network performance and provide network performance statistics and reports.
• Perform on-site analyze, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.
• Communicates with other departments to report and resolve software, hardware, and operations problems.
• Consults with department managers to develop system solutions consistent with organizational objectives.
• Researches and evaluates new technologies.
• Negotiates contracts with and coordinates activities of hardware, software, telecommunications, support, and training vendors.
• Installs and tests software upgrades. Recommend, schedule, and perform network improvements, upgrades, and repairs
• Collects and analyzes network and memory utilization.
• Develops and implements disaster recovery procedures.
• Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Personal Attributes:

• Strong customer service orientation.
• Able to effectively prioritize tasks in a high-pressure environment.
• Highly self-motivated and directed, with keen attention to detail.
• Strong interpersonal, written, and oral communication skills.
• Proven analytical and problem-solving abilities.
• Experience working in team-orientated, collaborative environment.
• Able to conduct research into networking issues and products as required.

Knowledge and Experience :

• Extensive knowledge of commonly-used concepts, practices, and procedures in the Information Technology field.
• Proven experience working on Cisco Routers and Switches.
• Working technical knowledge of routing methodology, including but not limited to BGP, OSPF, and EIGRP.
• On call availability for escalated problems and ability to telecommute via VPN.
• Working technical knowledge of Point to Point, Frame Relay and MPLS concepts with practical application.
• VPN/Firewall hardware installation, management, configuration and troubleshooting in multi-platform environments.
• Extensive knowledge of TCP/UDP protocols, IP Subnetting, DNS, DHCP, SNMP, and VLAN’s.
• Knowledge of firewall technologies, best practices and configuration methods.
• Some Travel for the company (less than 5%)
• Minimum 2 years’ experience in managing Windows Enterprise Active Directory
• Minimum 2 years’ experience in managing Exchange Server or Microsoft 365
• Knowledge of Linux administration is a plus.
• Cisco CCNA/CCNP certification is a plus.

Education And/Or Experience:

Bachelor's degree from four-year College or university; or two to four years related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management, Team Leaders, and/or boards of directors.

Mathematical Skills:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.
Cisco CCNA/CCNP certification (Preferred)
Microsoft MCSE (Preferred)

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside environmental conditions. The noise level in the work environment is usually moderate.

Medical Administrative Specialist

Sales Representative-Reservations

Social Media Marketing Specialist

Summary:

The Social Media Marketing specialist is responsible for implementing social media strategies for Etech. The Social Media Marketing Specialist can quickly understand and support initiatives that will contribute to the goals and success of Etech campaigns, specific to social media.

Essential Responsibilities:

• Manage and help to create marketing content to socialize and use for social media purposes (e.g. customer videos briefs, customer case studies, blog posts, posts from analysts and customers)
• Support SMO strategies by understanding keyword priorities and how they integrate into content marketing plans
• Assist in link building campaigns in coordination with Etech SMO goals
• Provide analysis and recommendations as the program evolves and can be reviewed
• Research and administer social media tools on a daily basis in support of Etechs’ social media strategy
• Monitor and evaluate social media results on a daily basis in coordination with Etechs’ goals and benchmarks
• Execute real-time monitoring of social media trends that will inform business decisions, identify competitive advantages and deliver an understanding of sentiment, how consumers are interacting with the brand
• Create strategies for generating comprehensive reports that visually represent results and inform stakeholders about issues, opportunities and areas of concern/crisis.
• Present detailed program results and analytics to Leadership team on a regular basis.
• Develop best practices for monitoring Social Media including guidelines for evaluating benefits and risks for certain social media engagements.
• Keep pace with social media and internet marketing industry trends and developments
• Understand and be able to speak about brands with a sense of ownership

Core Competencies/Skill Set:

• Good oral & written English skills
• Exceptional listening and analytical skills, Strong interpersonal communication skills
• Attention to detail. Drive and ability to deliver excellent customer service to both internal and external customers. Ability to work independently & able to exercise strict confidentiality.

Professional Skills and Qualifications

• 2– 5 years’ experience in social media marketing with demonstrated successes
• Proficiency in MS Excel, PowerPoint, and Word
• Out of the box creativity and good with competitive intelligence

Added Advantage:

• Experience working with popular social media monitoring tools (Google, Radian 6, Twitter Search, Social Mention, Traackr, etc) and popular social media management tools (TweetDeck, HootSuite, etc)
• Experience with website analysis using a variety of analytics tools including Google Analytics as well as internal reporting tools
• Experience working with CMS and building/administering content in CMS environments
• Desired: Knowledge of HTML/CSS, WordPress, and website administrations
• Ability to clearly and effectively articulate thoughts and points
• Understanding social networks (Facebook, Twitter, LinkedIn,Google+, Youtube etc), and the social advertising landscape
• Bachelor’s Degree

We expect you to:

• · Be Flexible in working hours which is a must.

EMS (Effective Monitoring Services)

Summary

The EMS department seeks a Quality Analyst (QA) to review customer interactions (calls, chats, and emails)
and complete quality assessments for designated campaigns to ensure good customer service, and adherence to the
policies and procedures per the pre-defined guidelines of the campaign.
The person will work closely with QA Leads as well as Operations/Client contacts to provide feedback on opportunity
areas, make recommendations on areas that may need new, ongoing or remedial training. In addition, they will need to
capture VOC (voice of the customer) and provide BI (Business Intelligence) inputs.
A significant part of this job includes reviewing and completing quality audits for assigned campaigns.

Essential Responsibilities

• Completes quality audits in accordance with current campaign guidelines. Uses designated tools to ensure
  targets are met and turnaround times are adhered to with defined accuracy standards.
• Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of
  opportunities at agent, process and campaign level.
• Provides necessary feedback to operations or clients to ensure critical compliance and behavior issues are
  reported or escalated, including unethical actions.
• Assist Leaders with improving customer interactions, sharing feedback on calibration calls and provide input for
  recommendations.
• Assists with routine and ad hoc requests.
• Supports projects and initiatives within the department.
• Maintains confidentiality of all reports, files, schedules, databases, and documents; as well as all customer and
  proprietary information.
• Sends data and reports to account stakeholders if needed.

Core Competencies/Skill Set

• Flexible in working hours is a must
• Good oral & written English skills and interpersonal communication skills
• Exceptional listening and analytical skills.
• Ability to display excellent customer service to meet the needs and expectations of both internal and
  external customers.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Ability to work independently.
• Excellent attention to detail.
• Ability to exercise strict confidentiality in all matters.

Qualification and Experience:

• Graduate or equivalent.
• Minimum 1 year work experience; Quality experience is an added advantage.
• Computer proficiency in MS Office – Outlook, Word, Excel, and PowerPoint.

Customer Service Representative (Voice Process)

Summary

The Customer Service Representative is responsible for ensuring efficient, high-quality service
to the customers by ensuring their concerns are resolved in the first attempt (First Call
Resolution) via call.

Roles and Responsibility

• Answer inbound calls within guidelines/goals established by the client.
•  Listen actively, converse well on the phone with East Coast customers and be confident on
  calls.
•  Assist Customers who will call in to seek assistance not limited to:
  •  Addition/Removal of services
  •  Upgrade/Downgrade their services
  •  Billing and Account related inquiries.
•  Focusing to ensure customers are given all the required support and ensure their concerns
  are resolved in the first attempt. (First Call Resolution)
•  Consistently achieve call quality score goals to meet client and customer satisfaction goals as
  well as maintain First Call Resolution.
• Superior Customer Service Skills
• Be savvy, because most of the customers will call while they are traveling and need to
  ensure we do not waste their time.
•  Understand the vast process product line-up and provide the right plan based on their
  requirement.
• Work on different platforms to access customers account.

Required Skills

• Must be self-motivated, driven to succeed and ready to hit the ground running
• Customer Focus Attitude
• Excellent Listening Skills
• Strong Verbal Communication
• Building Relationships
• People Skills (empathetic and willingness to serve others)
• Interpersonal Savvy
• Problem Solving

Journey Analytics

Summary

The Data Intelligence Solutions team implements and manages Text Analytics, Speech Analytics, CX Journey and the Social platforms for leading global companies across retail, financial services, hospitality, high-tech, and other industries, including the public sector. As a member of the team, you will work with senior decision-makers at admired brands on a mission-critical task — helping companies improve in the eyes of their ultimate judges: customers. You work with cutting-edge technology and tackle real business problems. You consult with clients to address and answer specific business questions they may have, as well as proactively analyze and study their data to provide valuable insights and findings that may not currently be known or evident to the client. You will gain exposure to a wide range of industries and work with great colleagues. You position yourself for many career options, not only in Professional Services but also in Marketing, Product, and Sales. And, mainly, you get to build: Build improvements for our customers, build a great company, and build a new industry.

The Role

As a Data Engineer, you will lead the ingestion of massive data volumes into Clients platform using SQL, integrating it with downstream customer and third-party systems. You will work closely with a CX Journeys Expert to translate business needs and product capabilities into successful integrations. This role is an integral part of the CX Journeys organization. You will become an expert of Client platform and integration capabilities, influencing the Client product roadmap with your advocacy for customer’s needs.

Responsibilities:

• Architect, implement and deploy new data models and data processes in production.
• Perform data analysis to generate business insights.
• Interface with Engineers and Product Managers to understand product goals and data needs.
• Build data expertise and own data quality for allocated areas of ownership.
• Support critical data processes running in production.
• Collaborate with customers in assembling large, complex data sets that meet functional business requirements.

Minimum Qualifications

• BA/BS degree in Computer Science or related technical discipline.
• Programming knowledge in Python or R.
• Knowledge of SQL
• Knowledge of database systems
• Experience with scripting common DBA recurring tasks.

Preferred Qualifications

• 5+ years of experience with SQL environments and integration products.
• Strong proficiency in SQL with experience building ETL jobs in large scale data environments.
• Experience with Linux
• Experience with JavaScript and JSON
• Strong data analysis and visualization skills with experience building dashboards in (Tableau or other data visualization tools).
• A self starter with the ability to deal with ambiguity, connect dots and adapt to a fast changing environment.
• Ability to work both independently and in a tight knit team.
• Experience using Google Cloud Platform.

Strategy Analytics Analyst

Overview

You will work with senior decision-makers at admired brands on a mission-critical task—helping companies improve in the eyes of their ultimate judges: customers.

You'll tackle real business problems by analyzing operational, customer, and financial data, alongside some of the world's largest customer feedback datasets. This role will position you for many career growth options at the intersection of customer experience, management consulting, and data science.

Responsibilities:

• You'll work with one of our Managers or Senior Managers to uncover actionable and commercially focused insights. You'll then deliver recommendations to senior decision-makers at our clients. Each of your projects will also have a Partner who will help provide new perspectives and direction for your project team.
• You'll analyze operational, customer, and financial data, alongside some of the world's largest customer feedback datasets, to advise clients on best practices for driving customer-centricity from the boardroom to the front lines, resulting in improved customer experience and increases in customer loyalty.
• You'll pull and integrate data from disparate sources, writing code to clean the data in preparation for modeling.
• You'll build models using linear regression, logistic regression, cluster analysis, etc. to answer targeted business questions.
• You'll use both structured (regression) and unstructured (text analytics) analysis to help articulate business and program recommendations

Qualification Required:

• BA/BS Degree/ MA/MS Degree (continued straight from Undergraduate)
• Flexible working in US shift
• Demonstrated expertise with regression-based data analysis and quantitative research methodologies
• Knowledge of statistical software packages (e.g., R)
• Excellent problem solving and analytical skills
• Excellent communication skills (written and in slides). Ability to formulate hypotheses, search for patterns, and find the story in the data
• Quick learner/creative thinker/self-starter
• Passion for problem resolution

Trainer

Personal Wellness Assistant

Summary:

Personal Wellness Assistant (PWA) for Amrit Resort located in Florida. Personal Wellness Assistant will remotely provide support to Amrit Resort’s guests through service via phone, text, and whatsapp desktop application. The Personal Wellness Assistant will be a trained professional who can assist the guest in a multitude of areas stemming from scheduling Intrinsic Therapies, Spa services, activities, concierge needs, nutrition and fitness guidance, and much more.

PWA is expected to provide a high-quality, 5-star experience for our guests, residents and members.

Essential duties and responsibilities 

include the following. Other duties may be assigned.

• Work with Personal Wellness Support System Manger to ensure guest feedback, preferences and goals are properly documented and shared to ensure a seamless guest experience
•  Assist guest with using 3rd party technologies as it relates to their wellness goals
•  Provide feedback and encouragement to the guest based on their goals as it relates to our 5 pillars
• Our team is available to guests 24/7 through the Amrit Customer Engagement Platform including text or messaging and inbound calls. Each PWA will be scheduled as needed to provide adequate staffing.
•  Provide assistance and encouragement on workout plans, nutritional suggestions, leisure activities with the assistance of the guest’s Wellness Coach
•  Act as a liaison with the guest in between Coaching sessions
•  Ensure the safety and proper progression of guests participating in the wellness program
•  Maintain activity records of Personal Wellness Roadmap in order to track participation and plan for further wellness services
•  Send customized meal reminders, encouraging messages, open class alerts, end of day recap, video content library suggestions, etc
• Share available activity information, dining menu assistance, food intake/lodging assistance
• Assist with promotions and sales and upsell the spa and wellness programs
•  Build trust with guests and maintain a high degree of confidentiality

AWS Admin

Must Have Skills:

• Performs system administration, including system security, software update management, and database maintenance.
• Experience provisioning, operating, and maintaining systems running on AWS
• Analyzes impact of process or technical tool changes on existing processes, tools, and interfaces based on knowledge of interdependencies of related functions and systems.
• Monitoring VPCs, EC2 instances, Elasticsearch, Redis, SQL Server, and MySQL databases.
• Install, configure, and secure servers in a virtual environment
• Provide input to ensure proper selection and deployment of technologies, creation and enhancement of current processes.
• Analyze system logs and identify potential issues with computer system

Job Description:

• Assessing the stability, security, and scalability of installed Windows & Linux Servers
• IIS, Apache & NGinx - site configuration, SSL provisioning and installation, troubleshooting.
• Strong working knowledge on Site Hosting and SSL certificate process
• Good support/development knowledge in Apache, PHP, MySQL, Redis, NodeJS, IIS & MSSQL
• Fundamental understanding of secure application and environment design and management concepts (PCI & HIPAA Compliance)

Technical Skills:

AWS: VPC, EC2, IAM, S3, Route 53, SES, Elasticsearch

Database: MS SQL Server, MySQL, Redis

OS: Windows Server, Linux

Asp.Net MVC Developer

Must Have Skills:

•  C#.net
• MVC
• Entity Framework
• HTML, CSS, Java script, J query, Bootstrap
• SQL Server
• RESTful APIs
•  Angular.Js (Good to have)
• Dotnet Core (Good to have)

Job Description:

• 3+ years of professional experience in Asp.net MVC with c# web-based application with SQL Server 2008/2012 back end.
• Must have experience building web applications using MVC, Angular, and Entity Framework
• Must have experience with standard Web technologies such as HTML, CSS, JavaScript, jQuery, AJAX
• Must have experience developing web services
• Should be able to design and develop databases for large applications
•  Front-End development experience with UI frameworks like Bootstrap
•  Experience with Amazon AWS EC2, any NO SQL Database experience like Redis, MongoDB etc., and S3 a plus

We expect you to:

• Flexible working in US/Night shift

Full Stack Developer (.Net)

Must Have Skills:

•  C#.net
•  MVC
• Entity Framework
• HTML, CSS, Java script, J query, Bootstrap
• Angular.js/Angular 2/4/5/6/7/8 (Mandatory)
• Node.js (Mandatory)
• ·SQL Server, Redis, MongoDB

Job Description:

• ·3+ years of professional experience and 1+ year in Angular.js, Node.js web-based application with SQL Server 2008/2012 back end.
•  Contribute to the entire web lifecycle
• Develop functional and fast-responsive web applications, using markup languages
• Troubleshoot apps for bugs and fix bugs if necessary and improve the usability
• Troubleshoot UI and improve its performance accordingly
• Employ the latest technology in order to re-built legacy apps
• Must have experience with standard Web technologies such as HTML, CSS, JavaScript, jQuery, AJAX
• Experience with Amazon AWS EC2, any NO SQL Database experience like Redis, MongoDB etc., and S3 a plus

We expect you to:

• Flexible working in US/Night shift

Customer Experience Specialist(Chat)

• Take and engage chats to prospective customers in designated market area to qualify leads and explain type of
  service or product offered.
• Respond to multiple inbound chats; gather and verify required information as appropriate.
•  Communicate with current and prospective customers using Internet and different software to give information
  and answer questions regarding current promotions and new or upgraded products.
•  Quote prices and encourages customers to buy.
• Secures and places orders with others for filling and arranges delivery date.
• Enter names, addresses, purchases, and reactions of prospects solicited into computer database system.
• Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer
  problems. Prepare report on sales activities - Sales Tracker.
•  Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Be flexible in an environment by championing and embracing change.

Insights Leader (EI Account Leader)

SUMMARY:

Manages assigned programs and campaigns by performing the following duties personally or through subordinate supervisors working out of same location or other centers.

QUALIFICATIONS: 

Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:

Manages subordinate supervisors who supervise a total of 30-600 employees in the Etech Insights Department. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and directing training of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook. Experience in tracking data and functioning knowledge of Microsoft systems including: Word, Excel

Ability to:

Establish and maintain effective relationships with Data Scientists and Quality Analyst, effectively monitor, and evaluate job performance and coach and develop Data Scientists and Quality Analyst as needed; develop and maintain relationships with peers across departments; produce, collect, understand and present data derived from insights studies and measurement studies.

Be a self-starter who excels at working independently within a diverse team environment

Travel between onshore sites

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required. Bachelor's degree from a four-year college or university preferred; Minimum 3-5 years in Operations.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common industry and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued photo ID.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Network Architect/Engineer (Level 3)

SUMMARY:

A Network Architect is Responsible for designing computer networks, including in-house computer LAN/WAN, the Internet, intranets, and other data communications systems. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.

Knowledge and Experience:

• 12 - 18 years of progressive infrastructure technology management experience in a global organization with specific experience in high availability Datacenter environments.
• Analyze business requirements to develop technical network solutions and their framework.
• Experience managing large scale, transaction-intensive, 24x7, multi-site, international operations with 100s of servers and "5 9s" SLA (99.999%).
• Familiarity with PCI, SAS70, and SOX Compliances.
• Must have experience and high level of knowledge and expertise in Set-up, Configure, Maintain, Support the following systems or implementation concepts:
• Designing, configuring, setting up, and maintaining complex Routing & switching environments With HA Firewalls to meet business requirements or enhance performance.
• Proven experience working on Fortinet FortiGate’s, Forti Switches Cisco Routers, Switches.
• Configuring, setting up, and maintaining Cisco and FortiGate firewalls and switches for access to critical business applications.
• Strong conceptual understanding & working experience of Static, dynamic routing methodology, such as BGP, OSPF, EIGRP etc.
• Strong understanding of Policy Based Routing, route aggregations, EtherChannel etc.
• Strong understanding of various wan Technologies such as SD-WAN, MPLS etc.
• Configuring & Securing VLAN with FortiGate.
• Experience with FortiGate Application Control, Anti-Virus, Web filter, DNS filter etc.
• Analyze, configure and solve SDWAN networks with mixed Routing Platforms and protocols.
• Designing, configuring, and setting up complex wireless network to support open or secured access.
• Managing assigned projects for all network and security infrastructure changes to the environment.
• Assist in aspects of network security as directed by management.
• Assisting with the design, implementation, and management of disaster recovery infrastructure, policies and procedures, and business continuity plans
• Effectively build and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
• Provide remote troubleshooting support to resolve issues
• Follow-through on all incident tickets assigned to you and their resolution
• Communicating and problem-solving daily with teammates, clients, vendors, and other stakeholders, often in combination with travel.
• Effectively work with multi-functional teams to resolve large customer issues.
• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
• Excellent written and verbal communication, interpersonal and presentation skills.
• Cisco CCNA/CCNP, Fortinet NSE4/NSE5/NSE7, Microsoft MCP, MCSA, MCSE, MCSA, MCSE certification is a plus.
• SIP, SCCP and RTP and General VOIP communications
• VPN/Firewall hardware installation, management, configuration and troubleshooting in multi-platform environments.
• Understanding of POTs, Q.SIG, PRI and T1 interfaces.

Proactive Monitoring

Role Summary:

As a Support Analyst you will be assigned to multiple projects different processing reports. You will be responsible for updating and maintaining the Quality of all the Monitoring Sheets of projects.

Responsibilities:

• Work closely with the current M&M team and strengthen current processes
• Monitor all project activities and progress towards achieving the necessary project
• Timely communicate and coordinate with the project team, in the case of any discrepancy with expected results.
• Recommend further improvement of the logical framework.
• Prepare and maintain issue logs across all the projects.
• Perform other related duties as required.
• Interpret data, analyze results using statistical techniques and provide ongoing reports.
• Identify, analyze, and interpret trends or patterns in complex data sets.
• Locate and define new process improvement opportunities.

Qualifications:

• BCA/MCA/BE/MSC(IT/Computers)
• Excellent verbal/written communication skills
• Great Problem-solving skills
• Maintain Data-Quality and Integrity
• Former monitoring experience in SaaS (Preferred but not must)

Technical Skills required:

CSS, JavaScript, HTML & XML

Core Competencies/Skill Set:

• Attention to detail. Drive and ability to deliver excellent customer service to both internal and external customers. Ability to work independently & able to exercise strict confidentiality.

Social Media Analyst

Summary:

The Social Media Analyst is responsible for implementing social media strategies for Etech. The Social Media Analyst can quickly understand and support initiatives that will contribute to the goals and success of Etech campaigns, specific to social media.

Essential Responsibilities:

• Manage and help to create marketing content to socialize and use for social media purposes (e.g. customer videos briefs, customer case studies, blog posts, posts from analysts and customers)
•  Support SMO strategies by understanding keyword priorities and how they integrate into content marketing plans
•  Assist in link building campaigns in coordination with Etech SMO goals
•  Provide analysis and recommendations as the program evolves and can be reviewed
• Research and administer social media tools on a daily basis in support of Etechs’ social media strategy
• Monitor and evaluate social media results on a daily basis in coordination with Etechs’ goals and benchmarks
• Execute real-time monitoring of social media trends that will inform business decisions, identify competitive advantages and deliver an understanding of sentiment, how consumers are interacting with the brand
• Create strategies for generating comprehensive reports that visually represent results and inform stakeholders about issues, opportunities and areas of concern/crisis.
• Present detailed program results and analytics to Leadership team on a regular basis.
• Develop best practices for monitoring Social Media including guidelines for evaluating benefits and risks for certain social media engagements.
• Keep pace with social media and internet marketing industry trends and developments
• Understand and be able to speak about brands with a sense of ownership

Core Competencies/Skill Set:

•  Good oral & written English skills
• Exceptional listening and analytical skills, Strong interpersonal communication skills
• Attention to detail. Drive and ability to deliver excellent customer service to both internal and external customers. Ability to work independently & able to exercise strict confidentiality.

Professional Skills and Qualifications

• 2– 5 years experience in social media marketing with demonstrated successes
•  Proficiency in MS Excel, PowerPoint, and Word
• Experience working with popular social media monitoring tools (Google, Radian 6, Twitter Search, Social Mention, Traackr, etc) and popular social media management tools (TweetDeck, HootSuite, etc)
•  Experience with website analysis using a variety of analytics tools including Google Analytics as well as internal reporting tools
• Experience working with CMS and building/administering content in CMS environments
• Desired: Knowledge of HTML/CSS, WordPress, and website administrations
• Ability to clearly and effectively articulate thoughts and points
•  Understanding social networks (Facebook, Twitter, LinkedIn,Google+, Youtube etc), and the social advertising landscape
•  Bachelors Degree

We expect you to:

• Be Flexible in working hours which is a must.

WFM Analyst

About Etech

Etech is a leading provider of customer engagement solutions and services utilizing inbound and outbound voice as well as web chat. For over a decade, we have been helping companies cost effectively acquire new customers and maximize profits by servicing and growing existing customers. We are a Tier One preferred provider for Fortune 500 companies and employ roughly 3,000 team members operating in 8 Global Centers (5 in the US, 2 in India, and 1 in Jamaica)

Company Website

• https://www.etechgs.com/

Job Role

• WFM Analyst - Forecasting and Scheduling

Job Summary

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

Essential Responsibilities

• To Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels.
• Responsible for developing long term, short term and interval level forecasts as well as capacity plans for multiple contact types based on client input and historical data using spreadsheet templates, statistical modeling software and other tools.
• Ensure all required WFA data is tracked and trended on a continuous basis.
• Interface with Account Leaders/Director-Operations as needed for escalation of service impacting issues.
• Coordinates with Director of Operations to interface with client and handle account management issues.
• To work with Operations to develop processes for vacation and other schedule exceptions that maintains the employee needs/Client requirements balance.
• Provide staffing requirements, hiring plans and training plans to the management for multiple accounts, which are complex in nature.
• Explanation of crucial business metrics and their importance to the leaders like - Non Conformance, Schedule Adherence etc.
• Responsible for monitoring schedule adherence variance, daily traffic volumes, headcount analysis, real time performance.
• Daily MIS Reporting to the management, preparing critical reports such as QBR (Quarterly Business Review), Weekly Client Review, Queue Summary report, Attrition report, Process team Alignment report, Contest reports, process based performance pay (PBPP) for the process.
• Maintain the historical volumes file to insure data integrity and up to date parameter.
• Generating process performance report on Daily / weekly / monthly basis to display the performance charts to the internal (operations) & external clients.
• Publishing the All Hourly / Half Hourly & EOD reports.
• Real Time Aux (Working / Non-Working) & Service Level Management as per the business requirement.
• Launching the downtime in real time and sharing the Lost Agent Minute Tracker with Higher Management & clients. Monitoring programs for Real Time Adherence, Schedule Adherence, Work Force Management Functions.
• Monitor and adjust statistical reports through real-time displays and technical equipment.

Core Competencies/Skill Set

• Attention to detail. Drive and ability to deliver excellent customer service to both internal and external customers. Ability to work independently & able to exercise strict confidentiality.

Education

• Graduate or equivalent with proficiency in MS Office - Outlook, Word, Excel, and PowerPoint.

We expect you to

• Be Flexible in working hours which is a must.

Network Administrator

Summary:

The Network Administrator’s role is to support the stable operation of the in-house computer LAN/WAN network. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Install, configure, test, maintain, monitor, and troubleshoot all network hardware and equipment, including routers, switches and firewalls.
• Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.
• Monitor and test network performance for availability, utilization, throughput and latency, provide network performance statistics/reports and identify how performance can be improved.
• Develops, implements and performs periodic testing of disaster recovery procedures and processes.
• Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.
• Maintain security solutions, including firewall, anti-virus, and intrusion detection systems.
• Create, update and maintain Network Diagrams utilizing Microsoft Visio.
• Communicates with other departments to report and resolve software, hardware, and operations problems.
• Consults with department managers to develop system solutions consistent with organizational objectives and standards.
• Installs and tests software upgrades. Recommend, schedule, and perform network improvements, upgrades, and repairs
• Researches and evaluates new technologies.
• Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Personal Attributes:

• Strong customer service orientation.
• Able to effectively prioritize tasks in a high-pressure environment.
• Highly self-motivated and directed, with keen attention to detail.
• Strong interpersonal, written, and oral communication skills.
• Able to communicate effectively with external customers and partners.
• Proven analytical and problem-solving abilities.
• Experience working in team-orientated, collaborative environment.
• Able to conduct research into networking issues and products as required.

Knowledge and Experience:

• Extensive knowledge of commonly-used concepts, practices, and procedures in the Information Technology field.
• Proven experience working on Cisco Routers, Switches, Fortinet FortiGates and FortiSwitches.
• Working technical knowledge of dynamic routing methodology, including but not limited to BGP, OSPF, EIGRP, route redistribution between protocols and SDWAN.
• Working technical knowledge of Point to Point, VPN (IPSec and GRE) and MPLS concepts with practical application.
• VPN/Firewall hardware installation, management, configuration and troubleshooting in multi-platform environments.
• Extensive knowledge of TCP/UDP protocols, IP Subnetting, SNMP, STP, VTP, QOS and VLAN’s.
• Knowledge of firewall technologies, best practices and configuration methods.
• Knowledge of Linux administration is a plus.
• On call availability for escalated problems and ability to telecommute via VPN.
• Cisco CCNA/CCNP, Fortinet NSE4/NSE5/NSE7 certification is a plus.
• 5 years verifiable experience managing a multisite corporate network.

Education And/Or Experience:

Bachelor's degree from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management, Team Leaders, and/or boards of directors.

Mathematical Skills:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.
Cisco CCNA/CCNP certification (Preferred)
Fortinet NSE4/NSE5/NSE7 (Preferred)

Physical demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use their hands to handle or control electronic devices. The employee is occasionally required to stand, walk, reach with hands and arms, and talk, hear and respond. The employee will occasionally need to lift/hold 40 lbs. above should level for 2-5 minutes while installing equipment. The employee must lift and/or move up to 150 pounds on a rare basis but it is essential when needed. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Work environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside environmental conditions. The noise level in the work environment is usually moderate.

Data Engineer

We are hiring for One of our CEM Clients,the most reputed clients based at US and in association with Etech since 2012.

What is the client software?

The client product is a SaaS (Software as a Service) platform to help companies learn about their customers feedback about their products and services. This domain is called CEM (Customer Experience Management).

Role Summary:

Data Engineer’s are responsible for data modeling & mapping to help manage the ever-growing information needs of our clients.

Responsibilities:

•  Implement Client's Customer Success Platform for customers
•  Understand customer data models and advise them on data discrepancies and gaps.
•  Work with customers on data access and import that data into Client's platform.
•  Use ETL tools and techniques to solve data problems

Requirements:

• Having experience with Talend ETL tool is preferred
• Experience with any 1 of the 5 databases listed above (Postgres, MySQL, Oracle, MongoDB, MS SQL Server) are good for a technical screen
• Experience with Salesforce (ie, Salesforce Objects and Data Model) and REST API's are nice to have
• Familiarity with linux commands and navigating back-end AWS servers are nice to have

Qualifications:

• 3+ years of experience working with databases like Postgres, MySQL Oracle, MongoDB, etc.
• Understanding of CRM applications like Salesforce.
• Experience with REST APIs and related tools.
• A good foundation in computer science fundamentals with particular expertise in data structures, algorithms, and design
• Bachelor's Degree or higher in Computer Science, Electrical Engineering or a related field

Speech & Text Analyst

Digital Marketing Specialist

Business Analyst

Business Development Manager

Summary:

We are looking for an ambitious and energetic Business Development Manager to help us expand our clientele. You will be the front of the company and will have the dedication to create and apply an effective sales strategy. You will be responsible for growing revenue by securing new business relationships in the traditional contact center industry.

Responsibilities:

• Follow up on potential business opportunities with sales calls, lead generation and qualifying calls, and supportive research
• Creates business opportunities through research, networking, leveraging existing relationships, and attendance at events such as trade shows
• Prepares and maintains action plans and other administrative documentation to enable accountability and ensure goals are being reached
• Works with the Program Implementation Department to smoothly transition the new business to them for implementation and remains available for engagement as the P.I. Department or the new contract representative(s) request
• Maintaining and developing relationships with existing customers in person and via telephone calls and emails
• Cold calling to arrange meetings with potential customers to prospect for new business
• Advising on forthcoming product developments and discussing special promotions
• Negotiating the terms of an agreement and closing sales
• Responding to incoming email and phone inquiries
• Creating detailed proposal documents, often as part of a formal bidding process which is largely dictated by the prospective customer
• Reviewing your own sales performance, aiming to meet or exceed targets
• Making accurate, rapid cost calculations and providing customers with quotations. Gaining a clear understanding of customers' businesses and requirements
• Attending team meeting and sharing best practice with colleagues
• Negotiating on price, costs, delivery, and specifications with buyers and managers/ Negotiate the terms of an agreement and close sales
• Acting as a contact between a company and its existing and potential markets
• Relationship building; researching the market and related products; presenting the product or service in a structured professional way face to face
• Visit potential customers for new business
• Represent the global Etech organization at trade exhibitions, events, and demonstrations
• Identify new markets and business opportunities
• Review your own sales performance
• Needs to work on RFP and RFI for International Clients

Requirements:

• Proven working experience as a business development manager or a relevant role
• Proven sales track record
• Experience in customer support is a plus
• Proficiency in MS Office and CRM software (e.g., Zoho, MailChimp)
• Proficiency in English
• Market knowledge
• Communication and negotiation skills
• Ability to build rapport
• Time management and planning skills

Quality Assurance Engineer

Help Desk Technician

Communication Trainer