For USA send your resume : recruiting@etechtexas.com
    Title
    Location
    Job Function
  • Quality Analyst Nacogdoches Etech Insights

    Quality Analyst

    Job Title : Quality Analyst
    Department : Etech Insights
    Reports to : Account Leader or Director of Etech Insights
    Pay Grade : $12.25/hour
    FLSA Status : Hourly Support position
    Location : Nacogdoches
    Job Type : Work from home, must be able to work onsite in Nacogdoches or Lufkin occasionally as needed. Position can change from WFH to onsite in the future.
    Hours : Monday-Friday 8 am to 5 pm

    Summary

    Monitors calls from sales and/or customer service teams and provides feedback to drive quality across all Etech campaigns.

    Essential Duties And Responsibilities

    include the following. Other duties may be assigned.

    • Monitors, dispositions, scores and provides QA feedback on calls and/or chats.
    • Assesses quality adherence based on QA audit form per account.
    • Prepare for and actively participate in Calibration session when needed.
    • Effectively communicate with internal and external clients.
    • Works with a sense of urgency and meets all deadlines with proactive communication concerning timelines.
    • Be open and responsive to consistent coaching.
    • Acts as a role model at all times, adhere to high ethical standards.
    • Takes responsibility and initiative to develop core skills and competencies being involved in every facet of personal development.
    • Be flexible in an environment by championing and embracing change.

    Supervisory Responsibilities: 

    None

    Qualification and Experience

    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.

    Knowledge Of

    Basic computer operations including keyboarding, proper English grammar and syntax, Company policies and procedures as outlined in Employee handbook.

    Ability To

    Communicate information to internal customers, peers, external clients/customers, and enter information into monitoring tool. Must be fluent and able to demonstrate skills in the following:-

    MS Excel, MS PowerPoint, Impeccable grammar, spelling and reading skills. Ability to communicate in a professional manner, verbally and in writing.

    Education and/or Experience

    High school diploma or general education degree (GED.) 2 years call center experience required as agent, reporting, leadership, or QA. Applicants with experience in speech analytics (Tethr, Call Miner, etc) are prime.

    Language Skills

    Ability to effectively monitor team members by using the Etech Insights tools and provide summarized feedback to Leaders when required.

    Reasoning Ability

    Ability to apply common sense understanding to carry out instructions furnished in written form. 

    Certificates, Licenses, Registrations

    Valid drivers’ 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 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 in inside environmental conditions.  The noise level in the work environment is usually moderate.

    Receptionist Nacogdoches Human Resources

    Receptionist

    Job Title : Receptionist
    Department : Human Resources
    Reports to : HR Manager
    Pay Grade : HC-2
    FLSA Status : Hourly Support (Non-Exempt)
    Location : Nacogdoches

    Summary:

    Operates multi-line telephone system to answer & direct incoming calls, interacts with visitors and applicants to facilitate employment applications & testing, and answers questions from employees and visitors by performing the following duties.

    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 also be assigned.

    • Retrieves messages from voice mail and forwards to appropriate personnel.
    • Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department.
    • Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable.
    • Answers questions about organization and provides callers with address, directions, and other information.
    • Welcomes on-site visitors, employees, vendors and applicants, determines nature of business, and announces visitors to appropriate personnel.
    • Maintains class sign in list for new hires on the first day of their training class.
    • Maintains a Do Not Call list and forwards all information daily to the Director of Compliance and Operational Excellence.
    • Maintains headset rental units. Has individuals who are renting headsets or having badges replaced, complete deduction form and sends to Payroll for action. Updates termination ECF to indicate the return of an ID badge.
    • Monitors visitor access and parking and issues passes when required, and maintains visitor log. As a member of the Crisis Management Team, the receptionist maintains a complete copy of the Safety Manual and is the first point of contact for process questions. Must remain current on all safety procedures.
    • Receives, sorts, and routes mail, and maintains and routes publications.
    • Supports HR and payroll functions as needed, including but not limited to: follow up with discrepancies for new hire paperwork and benefits documents.
    • Creates and prints fax cover sheets, memos, correspondence, reports, and other documents when necessary.
    • Performs other clerical duties as needed, such as filing, photocopying, and collating.

    Supervisory Responsibilities:

    This job has no supervisory responsibilities.

    Knowledge of:

    Company policies and procedures as outlined in the employee handbook; Multi-line telephone system and how to properly route calls and/or take messages; Basic computer skills including keyboarding; Computer programs including Excel, Access, Word, and Outlook; Emergency and legal procedures.

    Ability to:

    Prioritize tasks and handle multiple tasks at one time; Effectively communicate using proper grammar and syntax; Handle irate customers with patience, professionalism and courtesy; Handle emergency situations promptly and with discretion; Make overhead announcements with professional tone and language; Exhibit a professional image and demeanor at all times; Pass skills tests which includes General qualifications test and Excel/Access tests as necessary.

    Education and/or Experience:

    High School diploma or G.E.D. Minimum 3-6 months related experience required.

    Language Skills:

    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively to customers or employees of organization.

    Mathematical Skills:

    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate prices and provide correct monetary change. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

    Reasoning Ability:

    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

    Certificates, Licenses, Registrations:

    Valid driver’s license or other Government issued 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 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 in inside environmental conditions. The noise level in the work environment is usually moderate.

    Customer Service Agent Nacogdoches Operations

    Customer Service Agent

    Job Title : Customer Service Agent
    Department : Operations
    Reports to : Team Leader
    Pay Grade : Hourly Agent
    Location : Nacogdoches

    Summary:

    A Telephone Customer Service Agent assists customers with insurance claims and owns the files from open to close; handles both inbound and outbound calls, as well as email correspondence; performs functions that assist with processing loss draft claims, including releasing draws, ordering inspections, filing claims and providing exceptional customer service.

    Qualifications:

    To perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily. The below requirements 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 also be assigned.

    • Take inbound or make outbound calls to customers with the objective of discussing insurance loss draft claims & entering data into computer-based systems.
    • Demonstrate excellent interpersonal, organizational, and telephone etiquette skills, along with strong detail orientation and analytical skills.
    • Handle all issues with diplomacy, tact, and respect, especially in escalated situations.
    • Provide quality service to clients through thorough knowledge of products and services.
    • Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions
    • Track and monitor status of claims to assist in performing time-sensitive account maintenance before and after account processing cycles.
    • Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems.
    • Build strong relationships with Team Leader, team members, client contacts, & customers.
    • Perform loan checks and review loan history to ensure payments are current and do not hold any stop codes, discrepancies, or delinquencies prior to release of funds.
    • Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
    • Effectively use research skills to locate information in order to clearly respond to leader or customer requests.
    • Act as a role model at all times, adhere to high ethical standards.
    • Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
    • Be flexible in an environment by championing and embracing change.
    • Follow all compliancy guidelines and regulations regarding Customer Proprietary Network
    • Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.
    • Demonstrate reliability and ability to adhere to scheduled daily events, including: work time, breaks, & lunch.

    Knowledge of

    Basic Computer operations including keyboarding, proper grammar and syntax, basic mathematics and ability to calculate percentages, & company policies and procedures as outlined in the Employee handbook.

    Ability to

    Follow directions, multitask, type 40 WPM, operate 10-key calculator by touch, communicate information to customers, proactively seek creative solutions, enter information into computer program, deescalate irate callers, and effectively communicate via both written and verbal form.

    Education and/or Experience

    High school diploma or general education degree (GED); Prefer 1-2 years related high-level data entry, inbound/outbound or other related call center, insurance claims, banking experience or training or equivalent combination of education and experience. Banking experience highly preferred.

    Language Skills

    Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

    Mathematical Skills

    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages.

    Reasoning Ability

    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

    Certificates, Licenses, Registrations

    Valid drivers’ 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 frequently is required to 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, color 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 in inside environmental conditions. The noise level in the work environment is usually moderate.

    Cyber Security Auditor Nacogdoches Security

    Cyber Security Auditor

    Job Title : Cyber Security Auditor
    Department : Security
    FLSA Status : Exempt
    Location : Nacogdoches

    Description

    Analyze overall enterprise security audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support. Review and evaluate audit findings, make recommendations for audit readiness, contribute to security presentations, and participate in debriefs to represent cyber security interests. Work as a Cybersecurity subject matter expert (SME) and Cybersecurity team member assisting with security awareness training curriculum, form gathering, and other security documentation, as required by Etech Cyber security, conducts security audits of information systems against documented organization security standards as well as ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.  Review security controls, tests system technical security configuration settings, reviews system scan results for compliance with documented policy and industry standards, and assists with developing and reviewing compliance reports that clearly identify security findings and proposed remediation strategies, as necessary.

    Responsibilities

    • Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support
    • Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion.
    • Liaise with technical security stakeholders on an ongoing basis.
    • Set and continually manage technical project expectations with team members and other
    • Conduct security audits of information systems against policy/process as defined within Etech documentation and required for ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.
    • Plan and schedule security audit timelines
    • Determine the frequency and content of audit reports, analyze results, and remediate problem areas.
    • Review and evaluate audit findings and make recommendations on improving security and audit preparedness
    • Create audit remediation plans along with members of the cyber security and technical teams and establish timelines for completion

    Position Requirements

    Formal Education & Certification

    • University degree in the field of computer science/technology management and/or 2+ years related work experience.
    • Certifications in Cyber Security and/or Technology fields a plus.

    Knowledge & Experience

    • 2 years’ direct work experience in a technical environment
    • Familiarity with security audit and/or standard audit practices
    • Ability to conduct technical security audits for complex information systems
    • Ability to analyze information systems and technical specifications against defined security control standards and identify deficiencies and remediation strategies
    • Experience with network security, vulnerability management, incident response
    • Knowledge of emerging cyber security trends
    • Familiarity with Change Management practices
    • General knowledge of network system Functionality (Firewalls, Switches, Routers, etc.)
    • Database and operating systems experience with Microsoft products a plus.
    • Technically competent with various software programs, such as Microsoft Office products, SQL, etc.
    • Familiarity with security software such as Anti-Virus, Anti-Malware, Web Filtering Technology, Encryption methods and standards
    • Familiarity with industry security standards such as ISO 27001, PCI-DSS, HIPPA, Privacy Shield, etc. a plus

    Personal Attributes

    • Experience at working both independently and in a team-oriented, collaborative environment is essential.
    • Can conform to shifting priorities, demands and timelines through analytical and problem solving capabilities.
    • Reacts to project adjustments and alterations promptly and efficiently.
    • Flexible during times of change.
    • Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.
    • Persuasive, encouraging, and motivating.
    • Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
    • Possession of excellent analytical skills
    • Strong written and oral communication skills.
    • Strong interpersonal skills.
    • Adept at conducting research into project-related issues and products.
    • Must be able to learn, understand, and apply new technologies.
    • Customer service skills a must.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

    Work Conditions

    • Sitting for extended periods of time.
    • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
    • Physically able to participate in training sessions, presentations, and meetings.
    • Travel may be required for performing site audits, meeting with clients, stakeholders, or offsite personnel/management.
    • Must be able to pass a background check.
    • Job Function: Security

    Customer Service Specialist Nacogdoches Operations

    Customer Service Specialist

    Job Title : Customer Service Specialist
    Department : Operations
    Location : Nacogdoches

    Summary:

    We're hiring Customer Service Specialists for our contact center operations in Nacogdoches. Etech is a contact center company and our people are the backbone of our business. The Customer Service Specialist is responsible for ensuring efficient, high-quality service to both internal and external customers by providing timely responses to customer issues via call, e-mail or chat.

    Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via client’s workforce management team during nesting.

    As a Customer Service Specialist, you’ll:

    • Handles customer service inbound and outbound telephone calls
    • Must meet daily performance metric requirements which include talk time, average handle time, login adherence and quality guidelines for all calls
    • Works with customers on a daily basis to sustain and improve business relationships
    • Supports customer growth by asking for the business with every inbound call
    • Assists in managing customer retention activities by serving as liaison between customer and Service Center to ensure customer needs are being met
    • Participates in outbound calling campaigns to retain existing customers and regain lost customers

    Requirements:

    Bring it. You're qualified if you:

    • Must have HS Diploma/GED
    • Must have customer service experience (1 yr for CS team)
    • Prefer insurance experience including sales, adjusting, customer service and/or office staff in insurance agency
    • Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via clients workforce management team during nesting
    • Prefer 6 months experience in call center
    • Must be able to multi-task utilizing multiple online systems at one time
    • Must be very confident
    • Ability to work in an environment that changes rapidly
    • Must pass background check with no felonies and no financial charges
    • Background Checks. Contractor shall perform pre-employment and post-employment background checks covering criminal activity for the previous five years on all resources prior to presenting them to the client for consideration. Contractor warrants that all resources provided hereunder shall have passed such background checks, and shall not have been convicted of any felony or any financial crime during placement or for the five years prior to placement with the client. Contractor shall notify the client immediately in writing of any criminal or negative credit activity of its resources discovered during the performance of its obligations under this Agreement.

    Would you like to apply for this job?

    Online Chat Representative Nacogdoches Operations

    Online Chat Representative

    Job Title : Online Chat Representative
    Department : Operations
    Reports to : Sales Coach
    Location : Nacogdoches
    Job Type : Full-Time

    Summary :

    We're hiring online chat representatives for our contact center operations in Nacogdoches, Texas. When customers visit our clients' websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

    As an Etech Online Chat Representative, you will:

    • Help customers using chat technology
    • Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
    • Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both!
    • Stick to your schedule, show up for work on time, and get involved with our company's culture and activities. The more you invest in your career here, the more we can give back to you.

    When you join Etech, we will:

    • Start you off with an hourly pay, well above the minimum wage
    • Give you ways to earn more every single month through commissions, bonuses, and incentives
    • Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
    • Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
    • Offer you the perks and benefits you'd expect, plus some surprise perks you'll appreciate
    • Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
    • Tenure Raises
    • Weekend and overnight differential pay
    • Health, dental, vision insurance
    • Tuition and childcare reimbursement
    • 401K Plans

    Requirements

    Bring it. You're qualified if you:

    • Are at least 18 years old
    • Typing speed 40 wpm
    • Have a high school diploma or equivalent required
    • Have excellent verbal, written, listening skills and know your way around a keyboard
    • Love to help people
    • Are ready to be part of a team and contribute to Etech's success
    • Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
    • Are a go-getter with excellent research and customer service problem-solving skills
    • Excellent with Word, Excel, and Window
    • Can pass a criminal background check and a drug screen

    Salary

    • Paid training at $11/hr
    • Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

    Would you like to apply for this job?

  • IT Desktop Support Technician Dallas Information Technology

    IT Desktop Support Technician

    Job Title : IT Desktop Support Technician
    Department : Information Technology
    Reports to : IT Manager
    Location : Dallas

    Are you a Computer Guru looking for a great company to work for?

    Summary:

    Candidates will be responsible for providing technical support, configuration and maintenance of workstation hardware and software. Candidates must also have experience with AD and an understanding of basic network infrastructures. Respond to incoming Help Desk tickets via phone, email, online or in person in a timely manner. Provides support and assistance by following problem determination procedures and processes, documenting problems and fixes in the ticketing system and escalates problems according to established protocols. The key success factor of this position is minimizing the downtime as a result of user calls.

    Primary Responsibilities:

    • Identify, research and resolve all technical issues
    • Perform workstation hardware diagnostics and repairs
    • Add and modify users in Active Directory and Microsoft Exchange Server
    • Troubleshoot third party applications
    • Troubleshoot user profile issues
    • Troubleshoot performance issues
    • Troubleshoot printing issues
    • Configure, network and share printers
    • Print server management
    • Manage users in hosted services (ie: Office 365)
    • Configure wireless access points and troubleshoot wireless connectivity
    • Know how to install routers, switches, and access points at customer location
    • Know how to troubleshoot internet issues such as packet loss, DNS issues, and service outages
    • Configure Microsoft Remote Desktop/Terminal Services and manage active sessions and users on a server
    • Troubleshoot file permissions issues
    • Troubleshoot performance issues that affect user experience
    • Document, track and monitor problems through our ticketing system to ensure a timely and complete resolution.

    Knowledge of:

    • Strong working knowledge of Windows Operating Systems (XP, Windows 7, Windows 8, 8.1, 10)
    • Strong working knowledge of Microsoft Office (2007, 2010, 2013, 2016 & Office 365)
    • Excellent customer service skills over the phone , in person or via email
    • Ability to follow through and make sure issues are resolved
    • Ability to quickly learn new skills and technologies
    • Ability to troubleshoot issues from the bottom up
    • Ability to stay on task and multitask with minimal supervision
    • Has or is currently working towards a Microsoft Certification preferred

    Education And/Or Experience:

    Bachelor’s degree from four-year College or university preferred and/or at least 1-2 years experience in the field. Must complete A+ certification within 3 months of employment.

    Work Experience:

    • Customer Service: Excellent customer service skills over the phone , in person or via email
    • Workstation hardware installation, diagnostics and repairs
    • Software troubleshooting
    • Troubleshooting PC performance issues: Strong working knowledge of Windows Operating Systems (XP, Windows 7, Windows 8, 8.1, 10)
    • Using and troubleshooting the Microsoft Office suite: Strong working knowledge of Microsoft Office (2007, 2010, 2013, 2016 & Office 365)
    • Installation and Configuration of basic networking devices

    Preference will be given to those with Understanding of:

    • Active directory and directory structures
    • Managing users in hosted services (i.e.: Office 365)
    • Computer networking

    Preferred certifications:

    • CompTIA A+
    • CompTIA Net+
    • CCENT: Cisco Certified Entry Networking Technician
    • MTA: Microsoft Technology Associate

    Preferred skills:

    • Strong Communication Skills
    • Prior Customer Service Experience
    • Experience with Ticketing Systems 

    Salary:

    • USD 28K – 32K per year, based on experience.

    Bilingual Team Leader Dallas Operations

    Bilingual Team Leader

    Job Title : Bilingual Team Leader
    Department : Operations
    Reports to : Account Leader or Operations Leader
    Location : Dallas

    Summary

    Coaches and develops a team of agents/representatives to achieve their individual performance goals as well as team goals by performing the following duties. Works on a bilingual campaign communicating in both English and Spanish with employees as well as customers.

    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

    • Sets expectations and leads team to achieve performance goals as established by leadership
    • Coachs and develops a team of agents/representatives to achieve performance objectives
    • Administers Performance Management Process as needed to develop agent performance and behavior
    • Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines
    • Issues written and oral counseling for breach of conduct as outlined in the employee handbook
    • Responsible for periodic evaluations on all team members/ACT’s
    • Exhibits teamwork by building strong relationships with peers, superiors, and team members
    • Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting
    • Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

    Supervisory Responsibilities

    Directly supervises approximately 15 FTE's on a Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing 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.

    Ability to

    Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments; communicate fluently in both English and Spanish in verbal and written form.

    Education and/or Experience

    Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Previous call center experience preferred. Previous management experience required.

    Language Skills

    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

    Mathematical Skills

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

    Reasoning Ability

    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

    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 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. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral 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 in inside environmental conditions. The noise level in the work environment is usually moderate.

    Online Chat Representative Dallas Operations

    Online Chat Representative

    Job Title : Online Chat Representative
    Department : Operations
    Reports to : Sales Coach
    Pay Grade : $13.50/Training and $14.00/Production
    Location : Dallas
    Job Type : Full-Time

    Summary :

    We're hiring online chat representatives for our contact center operations in Dallas, Texas. When customers visit our clients' websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

    As an Etech Online Chat Representative, you will:

    • Help customers using chat technology
    • Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
    • Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both!
    • Stick to your schedule, show up for work on time, and get involved with our company's culture and activities. The more you invest in your career here, the more we can give back to you.

    When you join Etech, we will:

    • Start you off with an hourly pay, well above the minimum wage
    • Give you ways to earn more every single month through commissions, bonuses, and incentives
    • Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
    • Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
    • Offer you the perks and benefits you'd expect, plus some surprise perks you'll appreciate
    • Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
    • Tenure Raises
    • Weekend and overnight differential pay
    • Health, dental, vision insurance
    • Tuition and childcare reimbursement
    • 401K Plans

    Requirements

    Bring it. You're qualified if you:

    • Are at least 18 years old
    • Typing speed 45 wpm
    • Have a high school diploma or equivalent required
    • Have excellent verbal, written, listening skills and know your way around a keyboard
    • Love to help people
    • Are ready to be part of a team and contribute to Etech's success
    • Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
    • Are a go-getter with excellent research and customer service problem-solving skills
    • Excellent with Word, Excel, and Window
    • Can pass a criminal background check and a drug screen

    Salary

    • Shift pays $13/hr and $12/hr for training, $15 on weekends or overnight, and $16 for weekend and overnight

    Would you like to apply for this job?

  • Customer Service Agent Rusk Operations

    Customer Service Agent

    Job Title : Customer Service Agent
    Department : Operations
    Reports to : Sales Coach
    Location : Rusk

    Summary:

    A Customer Service Rep uses tools on the computer to assess a dig site to determine if an area is safe for an excavator to dig without cutting cable or fiber optic lines, and maintains details records for the tickets.

    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.

    • Handle all issues with diplomacy, tact, and respect.
    • Provide quality service to clients through a thorough knowledge of products and services.
    • Enter data into the computer database system.
    • Build strong relationships with team leaders and team members.
    • Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
    • Act as a role model at all times adhere to high ethical standards.
    • Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
    • Be flexible in an environment by championing and embracing change.
    • Follow all compliance guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and Company policy regarding slamming, cramming, and falsification of sales.

    Knowledge of:

    Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

    Ability to:

    Follow directions, enter information into a computer program, and learn new products and services to help determine if a ticket can be suppressed safely or not and read a map. Needs to be very detail-oriented and capable of piecing together information from several different applications at one time to match up to make a decision.

    Education And/Or Experience:

    High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

    Language Skills:

    Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

    Mathematical Skills:

    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

    Reasoning Ability:

    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

    Certificates, Licenses, Registrations:

    Valid drivers’ 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 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 in inside environmental conditions. The noise level in the work environment is usually moderate.

    Online Chat Representative Rusk Operations

    Online Chat Representative

    Job Title : Online Chat Representative
    Department : Operations
    Reports to : Sales Coach
    Location : Rusk
    Job Type : Full-Time

    Summary :

    We’re hiring online chat representatives for our contact center operations in Rusk, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

    As an Etech Online Chat Representative, you will:

    • Help customers using chat technology
    • Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
    • Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both!
    • Stick to your schedule, show up for work on time, and get involved with our company's culture and activities. The more you invest in your career here, the more we can give back to you.

    When you join Etech, we will:

    • Start you off with an hourly pay, well above the minimum wage
    • Give you ways to earn more every single month through commissions, bonuses, and incentives
    • Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
    • Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
    • Offer you the perks and benefits you'd expect, plus some surprise perks you'll appreciate
    • Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
    • Tenure Raises
    • Weekend and overnight differential pay
    • Health, dental, vision insurance
    • Tuition and childcare reimbursement
    • 401K Plans

    Requirements

    Bring it. You're qualified if you:

    • Are at least 18 years old
    • Typing speed 42wpm
    • Have a high school diploma or equivalent required
    • Have excellent verbal, written, listening skills and know your way around a keyboard
    • Love to help people
    • Are ready to be part of a team and contribute to Etech's success
    • Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
    • Are a go-getter with excellent research and customer service problem-solving skills
    • Excellent with Word, Excel, and Window
    • Can pass a criminal background check and a drug screen

    Salary

    • Paid training at $11/hr
    • Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

    Would you like to apply for this job?

  • Quality Analyst Lufkin Etech Insights

    Quality Analyst

    Job Title : Quality Analyst
    Department : Etech Insights
    Reports to : Account Leader or Director of Etech Insights
    Pay Grade : $12.25/hour
    FLSA Status : Hourly Support position
    Location : Lufkin
    Job Type : Work from home, must be able to work onsite in Nacogdoches or Lufkin occasionally as needed. Position can change from WFH to onsite in the future.
    Hours : Monday-Friday 8 am to 5 pm

    Summary

    Monitors calls from sales and/or customer service teams and provides feedback to drive quality across all Etech campaigns.

    Essential Duties And Responsibilities

    include the following. Other duties may be assigned.

    • Monitors, dispositions, scores and provides QA feedback on calls and/or chats.
    • Assesses quality adherence based on QA audit form per account.
    • Prepare for and actively participate in Calibration session when needed.
    • Effectively communicate with internal and external clients.
    • Works with a sense of urgency and meets all deadlines with proactive communication concerning timelines.
    • Be open and responsive to consistent coaching.
    • Acts as a role model at all times, adhere to high ethical standards.
    • Takes responsibility and initiative to develop core skills and competencies being involved in every facet of personal development.
    • Be flexible in an environment by championing and embracing change.

    Supervisory Responsibilities: 

    None

    Qualification and Experience

    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.

    Knowledge Of

    Basic computer operations including keyboarding, proper English grammar and syntax, Company policies and procedures as outlined in Employee handbook.

    Ability To

    Communicate information to internal customers, peers, external clients/customers, and enter information into monitoring tool. Must be fluent and able to demonstrate skills in the following:-

    MS Excel, MS PowerPoint, Impeccable grammar, spelling and reading skills. Ability to communicate in a professional manner, verbally and in writing.

    Education and/or Experience

    High school diploma or general education degree (GED.) 2 years call center experience required as agent, reporting, leadership, or QA. Applicants with experience in speech analytics (Tethr, Call Miner, etc) are prime.

    Language Skills

    Ability to effectively monitor team members by using the Etech Insights tools and provide summarized feedback to Leaders when required.

    Reasoning Ability

    Ability to apply common sense understanding to carry out instructions furnished in written form. 

    Certificates, Licenses, Registrations

    Valid drivers’ 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 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 in inside environmental conditions.  The noise level in the work environment is usually moderate.

    Training Leader Lufkin Training and Development

    Training Leader

    Job Title : Training Leader
    Department : Training and Development
    Reports to : Senior Training Leader
    Pay Grade : SS3
    FLSA Status : Exempt
    Location : Lufkin

    Summary:

    Prepares new trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

    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:

    You enjoy the fast-paced nature of adapting on the fly to corporate changes.

    • Training Leaders have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

    You thrive in challenging others to be creative problem-solvers.

    • Training is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions. A Training Leader should have this skill mastered so well that they can teach their team of Trainers.

    You desire a fun atmosphere that promotes interactive learning.

    • Leading a successful training team is about inspiring trainers to engage and motivate their classes in a way that allows learning to flourish.

    You enjoy helping others succeed!

    • Training Leaders want what is best for their employees and look for the best avenues for them to grow and prosper in their careers.

    There’s no I in Team.

    • Training Leaders should consistently be on the lookout for ways to help not only their trainers but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.

    Be a reason to stay.

    • We believe that employees don’t leave their jobs; they leave their managers. As a Training Leader, you should be on the lookout for potential attrition reasons on your team and your campaigns, and be able to come up with ways to combat these issues

    Recap with style.

    • Training Leaders are proficient at compiling information from their trainers and summarizing it for clients, executives, and other leaders both within and outside the company.

    You can lead with humility.

    • A Training Leader must be able to take charge and effectively pilot a class but should be able to admit mistakes and work well with different people and personalities.

    Coaching is second nature.

    • Developing your trainers should be a passion that is shown every day through the use of Coaching Tactics. Daily you promote this environment of coaching amongst your team and work to cultivate it.

    You aren’t afraid to ask the tough questions.

    • It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions.

    You can see it, write it, teach it.

    • Training Leaders should have the keen ability to see when there are gaps in training, write curriculum to address, and implement ongoing training to help the agents.

    You let the student become the master.

    • A strong leader trusts that their team is capable of being the experts and equips them to master their campaigns.

    You bring solutions, not problems.

    • A Training Leader is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!

    You lead by example.

    • Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Training Leaders take this to the next level by teaching their team tips on how to epitomize these traits.

    You take pride in your bench.

    • Training Leader sees the value in developing future leaders and realizes their leadership can leave a legacy. Because of this, Training Leaders work hard to teach their team the art of being a trainer and a leader.

    You compete with the mirror.

    • Training Leaders understand that the person they need to beat is themselves. Whether it be in their leadership capabilities, communication skills, or overall management of their team; Training Leaders strive to consistently out-do their previous attempts.

    You’re a leader among leaders.

    • Training Leaders have to lead initiatives and projects across various departments in the company. This takes a mix of humility and boldness that ignites others to act.

    You communicate like a champ.

    • Training Leaders not only need excellent verbal skills, but they also must be able to write clearly, concisely, and professionally.

    You recognize that money doesn’t grow on trees.

    • Being a Training Leader means you can discern the costs of training and seek out ways to limit spending through efficient processes and quality curriculum.

    You’re a little bit psychic.

    • Training Leaders are so in tune with the details, processes, and initiatives going on in their department; they have the ability to foresee potential issues. Once identified they proactively communicate with the necessary teams to fix before the predicament even occurs!

    Supervisory Responsibilities:

    Directly supervises 1 to 15 trainers. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

    Knowledge of:

    Sales campaign products, features, and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

    Ability to:

    Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationships with peers across departments.

    Education And/Or Experience:

    Bachelor's degree from four-year College or University; or related experience and/or training; or equivalent combination of education and experience. Completion of Remarkable Coaching Certification.

    Language Skills:

    Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable 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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

    Certificates, Licenses, Registrations:

    Valid drivers’ license or 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 and talk and hear.  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, peripheral vision, depth perception, 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.

    Online Chat Representative Lufkin Operations

    Online Chat Representative

    Job Title : Online Chat Representative
    Department : Operations
    Reports to : Sales Coach
    Location : Lufkin
    Job Type : Full-Time

    Summary :

    We're hiring online chat representatives for our contact center operations in Lufkin, Texas. When customers visit our clients' websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

    As an Etech Online Chat Representative, you will:

    • Help customers using chat technology
    • Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.
    • Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both!
    • Stick to your schedule, show up for work on time, and get involved with our company's culture and activities. The more you invest in your career here, the more we can give back to you.

    When you join Etech, we will:

    • Start you off with an hourly pay, well above the minimum wage
    • Give you ways to earn more every single month through commissions, bonuses, and incentives
    • Instantly make you part of our growing family of diverse people focused on making excellent customer experiences
    • Show you a clear career path and provide the tools you need to earn more responsibilities and promotions
    • Offer you the perks and benefits you'd expect, plus some surprise perks you'll appreciate
    • Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities
    • Tenure Raises
    • Weekend and overnight differential pay
    • Health, dental, vision insurance
    • Tuition and childcare reimbursement
    • 401K Plans

    Requirements

    Bring it. You're qualified if you:

    • Are at least 18 years old
    • Typing speed 40 wpm
    • Have a high school diploma or equivalent required
    • Have excellent verbal, written, listening skills and know your way around a keyboard
    • Love to help people
    • Are ready to be part of a team and contribute to Etech's success
    • Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
    • Are a go-getter with excellent research and customer service problem-solving skills
    • Excellent with Word, Excel, and Window
    • Can pass a criminal background check and a drug screen

    Salary

    • Paid training at $11/hr
    • Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

    Would you like to apply for this job?

    Sales Representative Lufkin Operations

    Sales Representative

    Job Title : Sales Representative
    Department : Operations
    Reports to : Sales Coach
    Location : Lufkin

    Summary:

    We’re hiring Sales Representatives for our call centers in (Lufkin). This position interfaces with customers via calls, for the purpose of selling products and services. The Sales Representative is also responsible for processing customer orders and sales; providing/receiving information; selling client products/service as well as providing basic customer service support.

    The Sales Representative will be eligible to get bonuses and incentives. Plus, Etech offers medical benefits, tuition reimbursement, professional development, and career advancement.

    As a Sales Representative, you'll:

    • Make connections with prospective customers over the phone in a designated market area to qualify leads and explain the type of service or product offered.
    • Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions regarding current promotions and new or upgraded products.
    • Help customers find and buy products/ services.
    • 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 a report on sales activities - Sales Tracker.

    Requirements:

    Bring it. You're qualified if you :

    • Are at least 18 years old.
    • Have a high school diploma or GED.
    • Are legally eligible to work in the United States.
    • Valid drivers’ license or other Government issued photo ID.
    • Can use a computer and navigate the web.
    • Are adaptable to changing situations.
    • Have a naturally positive attitude.
    • Love to help people.
    • Are ready to be part of a team and contribute to Etech's success.
    • Can pass a drug test and criminal background check.
  • Junior Graphic Designer Palm Beach Sales & Marketing

    Junior Graphic Designer

    Job Title : Junior Graphic Designer
    Department : Sales & Marketing
    Reports to : Creative Marketing Manager
    FLSA Status : Hourly Support (Non-Exempt)
    Location : Palm Beach

    Summary:

    Responsible for shaping the visual aspects of projects by designing a wide variety of products across digital, offline and print media. Knowledge of the entire process of defining requirements, visualizing and creating graphics including illustrations, social media banners, animated GIFs, logos, layouts, and photos is required. Provides support to the sales and marketing team by assisting with day-to-day marketing, advertising and public relations duties.

    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 :

    Other duties may be assigned.

    • Study design briefs and determine requirements
    • Conceptualize visuals based on requirements
    • Prepare rough drafts and present initial ideas using professionalism and creativity
    • Develop illustrations, graphics, banners, design concepts, logos and other designs using software technologies or by hand
    • Use the appropriate colors, layouts, styles, etc. as for each graphic to meet the needs of each project and align with the goals of the project
    • Work with copywriters and Creative Director to produce the final design
    • Test graphics across various media
    • Amend designs after feedback
    • Ensure final graphics and layouts are visually appealing and on-brand
    • Identify design problems and devise elegant solutions
    • Successfully handle projects such as certificate designs, internal Unique Boutique signage, event invitations, T-shirt design, promotional item design, logos, sponsorship ads, and holiday cards
    • Coordinate photography for events
    • Demonstrate passion about all things design-related, and seeks to learn/utilize new techniques/trends/innovation
    • Proactive communication for tasks, requirements, and solutions.
    • Demonstrate attention to detail, consistently working methodically to meet deadlines and ensure high quality of deliverables
    • Prepare presentations, handouts when needed
    • If directed by supervisor, may create advertising layouts for a variety of branding efforts, and publications
    • Demonstrate a proactive attitude in problem solving
    • Create processes to ensure efficiencies
    • Enable flow of communication across departments and with internal and external customers
    • Lead by example, demonstrate integrity and honesty
    • Accept feedback from peers, supervisor, and clients; Apply constructively and make adjustments as needed.
    • Adaptable and flexible in working hours/schedule based upon business needs

    Knowledge/Abilities:

    • Working knowledge of and ability to use design software and creative technologies (such as Adobe Creative Suite including, InDesign,  Illustrator,  Dreamweaver,  Photoshop;  Corel Draw;  Sketch)
    • Proven graphic designing abilities
    • Strong portfolio of illustrations or other graphics
    • Strong eye for visual composition and great attention to details
    • Style Guides and Typography knowledge, preferred
    • Excellent communication skills (verbal and written)
    • Operations of standard business equipment including facsimile, copier, computer, scanner, laminator, binding machine, printers, Internet and it’s appropriate usage
    • Prioritize work and handle multiple tasks in order to meet deadlines

    Personal Attributes:

    • Team player and “can do” attitude
    • Self-motivated and enthusiastic
    • Innovative and creative
    • Strong analytical skills
    • Passionate about quality customer service

    Education and/or Experience:

    Bachelor’s Degree in Fine Art Design, Advertising, Marketing, Design or related discipline or certification of designing course; Bachelor’s degree from four-year college or university; 1-2 years of professional experience in graphic designing; Or a combination of relevant education and experience.

    Language Skills:

    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Excellent verbal and written English communication skills.

    Mathematical Skills:

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

    Reasoning Ability:

    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

    Certificates, Licenses, Registrations:

    Valid driver's license or other Government issued 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 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 materials. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to distinguish colors.

    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.

    Customer Service Representative Palm Beach Operations

    Customer Service Representative

    Job Title : Customer Service Representative
    Department : Operations
    Reports to : Team Leader
    Pay Grade : HS-1
    Location : Palm Beach

    Summary:

    A Utility Location Technician uses tools on the computer to asses if utilities are present in potential dig sites. Location technicians will determine if an area is safe for an excavator to dig without disturbing underground proprietary utilities. Technicians will be responsible for maintaining detailed records for each ticket worked.

    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 also be assigned.

    • Handle all issues with diplomacy, tact, and respect.
    • Provide quality service to clients through a thorough knowledge of products and services.
    • Enter data into computer database system.
    • Build strong relationships with team leaders and team members.
    • Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
    • Act as a role model at all times, adhere to high ethical standards.
    • Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
    • Be flexible in an environment by championing and embracing change.
    • Follow all compliance guidelines and regulations regarding Customer Proprietary Network 
    • Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and 
    • Company policy regarding slamming, cramming, and falsification of sales.

    Supervisory Responsibilities:

    None

    Knowledge of:

    Basic Computer operations, including keyboarding, proper grammar and syntax, company policies, and procedures as outlined in the Employee handbook.

    Ability to:

    Follow directions, enter information into a computer program, and learn new products and services to help determine if a ticket can be suppressed safely or not and read a map. Needs to be very detail-oriented and capable of piecing together information from several different applications at one time to match up to make a decision.

    Education and/or Experience:

    High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

    Language Skills:

    Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

    Mathematical Skills:

    Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.

    Reasoning Ability:

    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

    Certificates, Licenses, Registrations:

    Valid drivers’ 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 perform the essential functions of this job successfully. 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 communicate either by speaking or listening regularly. 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.

    System Administrator Palm Beach Information Technology

    System Administrator

    Job Title : System Administrator
    Department : Information Technology
    Reports to : Director of Information Technology
    Pay Grade : SN3
    FLSA Status : Exempt
    Location : Palm Beach

    Summary:

    System Administrators perform installation, configuration, and maintenance of stand-alone and clustered virtual servers and associated peripheral equipment such as SANs, switches, etc.

    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.

    • Specific experience with Microsoft server Operating Systems 2008R2, 2012 R2, 2016 R2, and Microsoft Office 365 management portal.
    • Experience in windows patch management, vulnerability management, and remediation.
    • Experience with security scanning tools
    • IT and Data Center infrastructure knowledge and experience.
    • Knowledge of TCP/IP, BIND, LDAP and other core technologies such as NTP, TCP/IP, FCIP, iSCSI, SAN, NAS etc.
    • Experience with Virtualization
    • Working knowledge of server hardware from different vendors
    • Deep Understanding of Windows Fundamentals and concepts.
    • Excellent troubleshooting skills related to OS, Network and other performance issues
    • Experience implementing, administering and creating custom dashboards for performance monitoring/Metrics
    • Advanced knowledge of Windows Server (2003/2008) /desktop Operating Systems (XP/7/8.1/10).
    • Knowledgeable with Active Directory, permissions, group policies.

    Essential Duties And Responsibilities

    Include the following. Other duties may also be assigned.

    • Continually improve operations through routine monitoring of system performance metrics and proactive actions.
    • Reviewing of system log files, trend analysis, configuration, incident and problem management processes.
    • Recommend and work with the engineers or Solution Architect on system or architectural changes when needed to improve automation, performance, high availability and scalability.
    • Update operational runbook documentation for any changes in the environment.
    • Prevent infrastructure issues through analytic tools.
    • Acquire, configure and maintain development, test and production servers. Support development, test and production servers including after-hours support and monitoring server usage and up-time.
    • Interface with vendors to obtain required equipment and software in a timely manner while ensuring proper audit and budget controls are met.
    • Provide technical and procedural direction to the company for the actual implementation of the network servers used, as well as interface with internal users, development personnel and other technical staff.
    • Provide direction in complex problem-solving situations and participate in direct interaction with internal staff as required.
    • Maintain documentation describing activity levels and possible next steps required for each server.
    • Provide regular status reports
    • Maintain access privileges and account groups
    • Design, implement and maintain a consistent backup and disaster recovery plan.
    • Collaborate with operations, QA and third-party data centers to provide technical direction on server configurations, hardware/software deployments, and other administrative tasks related to the staging and maintenance of company development, testing, and production servers.
    • Ensure timely and effective delivery of hardware upgrades

    Supervisory Responsibilities:

    This job has no supervisory responsibilities.

    Personal Attributes:

    • Able to effectively prioritize tasks in a high-pressure environment.
    • Highly self-motivated and directed, with keen attention to detail.
    • Able to communicate effectively with external customers and partners.
    • Proven analytical and problem-solving abilities.
    • Experience working in team-orientated, collaborative environment.

    Education And/Or Experience:

    • Bachelor’s degree (BS/Computer Science or related area) preferred.
    • Microsoft Certification (MCSE) or equivalent certification in relevant programs desired.
    • Experience managing large scale Citrix/2X/Terminal Server installations.
    • Experience managing server virtualization technologies like VMWare Server/ESX or Microsoft HyperV/Virtual Server.
    • Experience with Microsoft IIS administration and configuration.
    • Linux/UNIX administration.
    • Active Directory/LDAP user and group administration.
    • Strong communication and documentation skills.
    • Flexible and able to adapt to a rapidly changing environment.
    • Must be organized and can manage projects of varying length.
    • Positive, self-motivated individual who can complete tasks independently.
    • Strong change management and ITIL background.

    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 to understand both abstract and concrete variables.

    Certificates, Licenses, Registrations:

    Microsoft Certification (MCSE) or equivalent certification in relevant programs, Cisco Certified Network Associate or Professional -CCNA/CCNP, and MCITP Server are 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.

    This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The employee is occasionally exposed to a variety of extreme conditions at job sites. The noise level in the work environment and job sites can be loud. 

    Title
    Location
    Job Function
  • Network Administrator Montego Bay Information Technology

    Network Administrator

    Job Title : Network Administrator
    Department : Information Technology
    Reports to : Enterprise Technology Manager
    Pay Grade : SN3
    FLSA Status : Exempt
    Location : Montego Bay

    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.

    Human Resources Coordinator Montego Bay Human Resources

    Human Resources Coordinator

    Job Title : Human Resources Coordinator
    Department : Human Resources
    Reports to : Human Resources Manager
    FLSA Status : Salaried
    Location : Montego Bay

    Summary

    Facilitates many of the basic Human Resources operations including administering HR policies and procedures related to the onboarding of employees, and archival of permanent records (employee, financial, and historically valuable documents) while insuring legal compliance; Participates in investigating and resolving employee relations issues; Coordinates center-wide and community activities; Assists with leadership/administrative recruiting; Conducts exit interviews.

    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.

    • Assists HR Manager with communication of employee policies, procedures and practices.
    • Identifies legal requirements and government reporting regulations affecting human resources functions and ensures policies, procedures, and reporting are in compliance.
    • Maintains a safe and secure working environment for all employees by working with the crisis management team and the company and center leaders.
    • Conducts new employee orientation under the direction of the HR Manager to foster knowledge, compliance and positive attitude toward company goals; Prepares and uses required electronic and printed materials.
    • Assists as a member of Human Resources with enforcement of safety procedures and promoting general workplace safety.
    • Plans and coordinates employee engagement activities.
    • Monitors and maintains employee records, including personnel files in soft and hard copy, new hire paperwork and processes, and records correction using consistent and uniform processes;
    • Assists HR Manager in keeping records of promotions, performance reviews, and terminations, and employee statistics for government reporting.
    • Handles minor employee relations concerns; May assist HR Manager and participate in investigations/arbitration; Assists in conducting focus groups.
    • Administers criminal background policies and procedure, as well as drug screenings consistently and according to established procedures.
    • Assists with scheduling various management training as needed; Collaborates with the LD&E team on programs such as Aspiring Leader and New Leader Assimilation
    • Completes special project when needed at the direction of the HR Manager.
    • Responds to inquiries regarding policies, procedures, and programs
    • Coordinates required steps for end of probationary period such as end of probation letters, salary increase notices & reports.
    • Prepares employee separation notices and related documentation, and conducts exit interviews to determine reasons behind separations.
    • Coordinates local Corporate Social Responsibility plans including conducting center and community service activities (publicity, logistical details, pictures, and newsletter articles)
    • May represents organization at personnel-related hearings and investigations when needed.
    • Builds strong relationships with HR Director, HR team, team leaders and senior management.
    • Is open and responsive to consistent coaching, take an active role in performance planning and goal setting.
    • Acts as a role model at all times, adhere to high ethical standards.
    • Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
    • Is flexible in an environment by championing and embracing change.
    • Handles administrative tasks such as bus schedule, airport pick up, reporting, and various other.
    • Assists with initiating and coordinating work permits and immigration details as needed for staff traveling to/from Jamaica.
    • Plans and executes regular rewards and recognition celebration for center personnel
    • Coordinates recruiting and selection of leadership and administrative (non-agent) roles, through sourcing, prescreening, scheduling interviews, reference checking and presenting offer letters; Partners with appropriate hiring managers and various departments.

    Supervisory Responsibilities

    No supervisor responsibility. Has no direct reports.

    Knowledge of

    Applicable labor, pay, and employment laws; Computer programs including Word, Excel, Power Point, and Outlook; Payroll/employee systems; telephone system and its' functions; copier/scanner/printer. Company policies and procedures as outlined in Employee Handbook and Leadership Manual; General knowledge of Human Resources; Working knowledge of employment-related laws and practices; All company benefits; Trends in employee relations and benefit administration and human relations in order to communicate with all levels of employees.

    Ability to

    Represent the company to government agencies; Communicate about company benefits; Defuse volatile situations; Resolve conflict; Motivate employee; Take initiative; Demonstrate organizational skills, prioritize duties and re-prioritize as necessary in a changing environment; Develop and maintain effective working relationships with peers and across departments; Communicate effectively in both oral and written form; Clearly explain processes and policies; Perform detailed tasks with accuracy; Use discretion; Learn additional technology applications such as in-house payroll/employee system; Successfully interface with clients (internal/external); Understand and exhibit a customer service orientation;

    Education And/Or Experience

    Bachelor’s degree preferred; or two years related experience and/or training in Human Resources; or equivalent combination of education and experience. Previous HR experience required. Current applicable HR certification preferred or current enrollment in a study program for HR certification preferred but not required. Previous call center or BPO experience is a plus.

    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 speak effectively and use proper grammar with groups to effectively present information to top management, public groups, and/or boards of directors.

    Mathematical Skills

    Ability to apply advanced mathematical concepts. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

    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.
    Preferred, but not required: Certified in Employee Law, Professional Human Resources

    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 in inside environmental conditions. The noise level in the work environment is usually moderate.

    Trainer Montego Bay Training and Development

    Trainer

    Job Title : Trainer
    Department : Training and Development
    Reports to : Assistant Training Leader
    Location : Montego Bay

    Summary:

    Prepares new team members to succeed in their jobs. Required to be available as needed per campaign and can be moved between campaigns as needed.

    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:

    You enjoy the fast-paced nature of adapting on the fly to corporate changes.

    • Trainers have to change plans at a moment's notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility

    You thrive in challenging others to be creative problem-solvers.

    • Training is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions. A Trainer should have this skill mastered so well that Training Apprentices and Assistant Trainers can observe and learn from them.

    You desire a fun atmosphere that promotes interactive learning.

    • Leading a training class is about creating a fun, engaging environment in which learning can flourish.

    You enjoy helping others succeed!

    • Your classes should be so productive and enjoyable that your trainees are excited to embark on their new careers.

    There’s no I in Team.

    • Trainers should consistently be on the lookout for ways to help not only other trainers but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.

    Be a reason to stay.

    • We believe that employees don’t leave their jobs; they leave their managers. As a Trainer, you should be on the lookout for potential attrition reasons and be able to come up with ways to combat these issues.

    Recap with style.

    • Everyone wants to know how the current training class is doing, but they can’t spend every moment seeing what’s going on. This means it is up to the Trainer to send detailed recaps and reports that showcase the monumental wins occurring daily in the classroom.

    You can lead with humility.

    • A Trainer must be able to take charge and effectively pilot a class but should be able to admit mistakes and work well with different people and personalities.

    Coaching is second nature.

    • Developing agents should be a passion that is shown every day through the use of Coaching Tactics.

    You aren’t afraid to ask the tough questions.

    • It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions.

    Be able to write what you teach.

    • On occasion, Trainers write a curriculum for Etech or its clients. Often times they get to write about the best practice they created or discovered that could benefit other Trainers.

    You bring others up to your expert status.

    • Trainers are the subject matter experts on every facet of their campaigns and they are willing and able to pass this knowledge along to Training Apprentices, Assistant Trainers, and even fellow Trainers.

    You bring solutions, not problems.

    • A Trainer is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!

    You lead by example.

    • Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Trainers take this to the next level by teaching Training Apprentices and Assistant Trainers tips on how to epitomize these traits.

    Supervisory Responsibilities:

    Directly supervises 1 to 40 team members in the Training class. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

    Knowledge of:

    Sales campaign products, features, and benefits; Computer programs including Excel, Word, PowerPoint, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

    Ability to:

    Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationships with peers across departments.

    Education And/Or Experience:

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

    Language Skills:

    Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable 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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

    Certificates, Licenses, Registrations:

    Valid drivers’ license or 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 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 Montego Bay Operations

    Medical Administrative Specialist

    Job Title : Medical Administrative Specialist
    Department : Operations
    Reports to : Team Leader
    Location : Montego Bay

    Job Summary:

    The role of the Records Retrieval Specialist is to place outbound calls to records custodians with the purpose of completing records requests.  The Records Retrieval Specialist updates each record in the company operating system and also interacts with internal team members regarding records request and status updates.

    Essential Duties and Responsibilities:

    • Places high volume of outbound phone calls to records custodians (80+ per day)
    • Answers incoming calls
    • Inputs file notes into system
    • Reaches specified call goal on a daily basis
    • Regular attendance and timeliness
    • Interacts with both internal associates and outside contacts in a professional manner at all times
    • Ability to work overtime as requested
    • Other duties as assigned

    Qualifications and Requirements:

    To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge base required.

    • Outstanding organizational and time management skills
    • Excellent communication skills and the ability to communicate with tact and diplomacy
    • Attention to detail and the ability to concentrate for extended periods of time.
    • Excellent time and attendance
    • Ability to work in a team environment
    • Proficient in Microsoft Office Suite to include Word, Excel and Outlook.
    • Self-motivation
    • Ability to make logical, informed decisions

     Education and Experience:

    • 4 CXC's including English, CAPE Studies, Complete or presently pursuing studies in the Legal Field or similar field.
    • Must have experience in Sales, Paralegal Exposure, General Legal Exposure, Administrative Assistant, Legal Assistant, Office Support, Executive Support or Legal Clerk.
    • Must Enjoy Collections and Serving Others.
    • Should be Flexible- Monday-Friday workdays and be able to work overtime.
    • 2+ Years in a customer service, Collections or Call Center environment preferred or experience in an administrative environment.

    Email:

    jamapp@etechtexas.com

    Sales Representative-Reservations Montego Bay Operations

    Sales Representative-Reservations

    Job Title : Sales Representative-Reservations
    Department : Operations
    Location : Montego Bay

    Job Summary:

    In this role, you will be responsible for interacting with customers to provide and process information in response to service inquires, concerns and requests about their hotel reservation.

    Requirement:

    • Must have 4 CXC subjects including English.
    • Must have 1-5 years experience in Sales.
    • Must have Sales experience and Enjoy Sales.
    • Should be able to use two systems at once.
    • Flexible to work any assigned Shift.
    • Should have experience in Customer Service, Guest Relations and Front Desk.
    • Must enjoy the Hotel Industry.
    • Must have experience in BPO sector.

    Knowledge:

    Agent should have prior knowledge of the following areas:

    • Hotel Reservation, Sales and Guest Relations
    • General American Culture
    • Customer Service Training (Prior experience or Skill Certification)
    • Soft Skills and Positive Language Positioning.

    Skill:

    Agent should be able to:

    • Handle escalated issues and deescalate customers.
    • Resolve guest issues and provide solutions in the shortest possible time frame.
    • Cross sell hotel accommodation if the desired property is sold out.
    • Answers the telephone with a polite and courteous manner.
    • Provides general information over the phone, relating to cancellations, relocations, billing and other types of inquiries.
    • Maintain work standards operating procedures by being compliant with all company policies and procedures.
    • Respond to all customer inquiries using multiple channels (telephone, email and any additional channels as developed).

    Attitude:

    Agent should:

    • Display a calm demeanor when handling guest issues or complaints.
    • Demonstrate flexibility regarding schedule shift and offline activities.
    • Convey a positive and empathic tone when dealing handling calls.
    • Be adaptable to changes in policies and guidelines
    • Be receptive to feedback and adopt the skills provided by Trainer or Leaders.

    Email:

    jamapp@etechtexas.com

    Title
    Location
    Job Function
  • WFM Analyst Gandhinagar Workforce Management

    WFM Analyst

    Job Title : WFM Analyst
    Department : Workforce Management
    Reports to : WFM Manager
    Location : Gandhinagar

    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

    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.

    Quality Analyst Gandhinagar Etech Insights

    Quality Analyst

    Job Title : Quality Analyst
    Department : Etech Insights
    Reports to : Asst. QA Lead / QA Lead
    Location : Gandhinagar

    Summary

    The EI 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.

    Python Developer Gandhinagar ETS

    Python Developer

    Job Title : Python Developer
    Department : ETS
    Reports to : Lead
    Location : Gandhinagar

    Role Summary:

    The ideal candidate will collaborate with a cross-functional agile team, including designers, developers and product leaders to ensure our product road map and scalable feature set solutions.

    Hands on experience with different python libraries like os, re, pandas, requests, Django, Flask, Tkinter, data mining, parsing, cleaning, transforming, web scrapping, NLP etc.. You will be providing quality answers to large-scale problems with broad impact.

    Job Description:

    • Develop scheduled job for data shared through SFTP and ingest in Speech to Text analytic platform using API.
    • Use API integration for fetching data and processing it as per business requirement.
    • Knowledge of different data sources and gathering data from it, identify new data sources based on the problem statement and objectives.
    • Extract relevant data from unstructured data using Natural Language processing and regex like tools.
    • Hands on experience on various tools of data cleaning and transformation.
    • Assist development for automation project and tool development such that repeated task can be handled by non-technical person.
    • Handle and develop various API integrations and testing requirement.
    • Knowledge of data visualization libraries and data analysis added advantage.

    Responsibilities

    • Gather the requirement for different project of business analysis and develop python script of data cleaning and transformation.
    • Automate data ingestion process in different speech to text analytics platform.
    • Develop python script to connect with different data sources and extract information require for business analytics.
    • Research, experiment, build prototypes using python, applicable to the proposed solutions.
    • Web site development using Django/Flask.
    • Knowledge of web-scrapping, APIs method calls.
    • Knowledge of different data format, databases, data structures and connectivity methods.
    • Develop APIs to deliver data to different application integration.
    • Research-minded, ability to run experiments independently Technical Skills.
    • Study and innovate in python and its application in preferred but not limited to development.

    Skills & Experience

    • Must have 3+ years of expert-level understanding python libraries os, re, pandas, requests, Django, Flask, data mining, parsing, cleaning, transforming, web scrapping, NLP etc..
    • Experience in development of web solution using Django/Flask.
    • Experience in development of desktop application using Tkinter .
    • Exposure RDMS or NON SQL database added advantage.
    • Knowledge of Elastic Search, SQL query, different API method and security implementation for PCI/HIPPA compliance.
    • Should have first-hand experience working with python projects.
    • Solid python background and familiar with data types and databases, and experience with different libraries to implement production solution.
    • Knowledge of C, C++ added advantage.

    Persona Attributes

    • Good team player
    • Self-motivated and enthusiastic
    • Ensures quality of deliverables
    • Be open to receiving feedback and constructive criticism.
    • A “can do” attitude
    • Innovative & creative
    • Strong analytical skills

    Educational Qualification

    • Graduate in Computer Science / Engineering.
    • Preferred: Masters in Computer Science / Engineering.

    Data Scientist Gandhinagar ETS

    Data Scientist

    Job Title : Data Scientist
    Department : ETS
    Reports to : Lead
    Location : Gandhinagar

    Role Summary:

    The ideal candidate will collaborate with a cross-functional agile team, including designers, developers and product leaders to ensure our product road map and scalable feature set solutions.

    Hands on experience with different data science processes using tools like, Python / R programming, mathematical, statistical analytic knowledge, data mining / text mining  / NLP / NLTK, Text analytics, Speech recognition etc.. You will be providing quality answers to large-scale problems with broad impact.

    Job Description:

    • Define quality metrics and instrumentation, and drive continuous improvements to experiences based on data.
    • Understand business problems and set objectives by asking appropriate questions.
    • Knowledge of different data sources and gathering data from it, identify new data sources based on the problem statement and objectives.
    • Extract relevant data from unstructured data using Natural Language processing and regex like tools.
    • Hands on experience on various tools of data cleaning and transformation.
    • Mathematical and statistical modeling to get better insights from data for problem solving and get actionable insights.
    • Define appropriate feature and data points for analysis and model development as per gathered objectives and problem statements.
    • Data visualization tool knowledge, effective communication to convey data analysis findings for business actions.

    Responsibilities

    • Gather the information along with team and collaborate with different team on delivery of business insights.
    • The candidate will work on exciting new developments in the area of data processing, including building visual data presentation.
    • Deep understanding of data science technology.
    • Research, experiment, build prototypes using data science applicable to the proposed solutions.
    • Worked on similar POC / Product of data science.
    • Knowledge of web-scrapping, API data pulling.
    • Knowledge of different data format, databases, data structures and connectivity methods.
    • Python pandas and R library knowledge for statics and mathematical application.
    • Conduct exploratory data analysis in high dimensions.
    • Verify algorithms by simulation and user tests.
    • Use NLP to gather data points from unstructured data set.
    • Research-minded, ability to run experiments independently Technical Skills.
    • Study and innovate in data science learning and its application in preferred but not limited to Analytics.

    Skills & Experience

    • Must have 3+ years of expert-level understanding of Data Science technologies including some or all: knowledge representation & reasoning (KRR), natural language processing (NLP), data cleaning and transformation tool, data visualization tools.
    • Good exposure to Distributed Computing and its applicable skill sets.
    • Expertise in Python programming libraries like pandas, numpy, nltk, re etc.
    • Exposure to Hadoop and RDMS.
    • Implementation knowledge of NON SQL database.
    • Elastic Search, Kaldi , Tensor flow
    • Should have first-hand experience working with data science project.
    • Solid data science background and familiar with data types and databases, and experience with different libraries to implement production solution.
    • Strong Background in NLP , Text Mining, data mining.

    Persona Attributes

    • Good team player
    • Self-motivated and enthusiastic
    • Ensures quality of deliverables
    • Be open to receiving feedback and constructive criticism.
    • A “can do” attitude
    • Innovative & creative
    • Strong analytical skills

    Educational Qualification

    • Graduate in Computer Science / Engineering.

    Preferred: Masters in Computer Science / Engineering.

    Network Administrator Gandhinagar Information Technology

    Network Administrator

    Job Title : Network Administrator
    Department : Information Technology
    Reports to : Enterprise Technology Manager
    Pay Grade : SN3
    FLSA Status : Exempt
    Location : Gandhinagar

    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 Gandhinagar Software Development

    Data Engineer

    Job Title : Data Engineer
    Department : Software Development
    Reports to : Team Leader
    Location : Gandhinagar

    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 Strikedeck 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 Strikedeck.
    • Use ETL tools and techniques to solve data problems

    Requirements:

    • MongoDB experience is a key requirement
    • Good understanding of Salesforce (ie, Salesforce Objects and Data Model)
    • Familiarity with linux commands and navigating back-end AWS servers

    Qualification:

    • 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

    Jira Administrator Gandhinagar Software Development

    Jira Administrator

    Job Title : Jira Administrator
    Department : Software Development
    Reports to : Team Leader
    Location : Gandhinagar

    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:

    Ongoing atlassian support for JIRA Server. Will be expected to become familiar with client environment to assess, configure, support, optimize and administer the application

    Responsibilities:

    • Responsible for creating and organizing new projects on JIRA platform as well as configuring the layout, design, workflow and dashboards.
    • JVM Troubleshooting & DB Troubleshooting
    • Monitoring Recommendations and Guidance
    • Focus on managing application, impacting issues- troubleshoot any application error or outages
    • Application scoping decisions
    • New Application built out
    • Monitoring and alerting build out & Upkeep on application level
    • Focus on keeping Application up and running including performance tuning or recommendations
    • Familiarity with ticketing systems and process

    Qualification:

    • 1 to 5 years of experience working as a JIRA Administrator
    • Understanding of JVM Troubleshooting & DB Troubleshooting
    • A good foundation in computer science fundamentals with particular expertise on JIRA platform
    • Bachelor's Degree or higher in Computer Science, Electrical Engineering or a related field

    Instructional Designer Gandhinagar Training and Development

    Instructional Designer

    Job Title : Instructional Designer
    Department : Training and Development
    Reports to : Training Leader
    FLSA Status : Exempt
    Location : Gandhinagar

    Summary:

    Develops training material for multiple campaigns; ensures consistency in materials, methodologies, and evaluating training effectiveness and needs. 

     

    Knowledge, Skills, and Abilities Required:

    • Ability to create new and edit existing curriculum based on client specifications.
    • Maintain a central repository of information to be used as a knowledge base for training across Etech.
    • Ability to analyze the effectiveness of existing training material.
    • Ability to apply rule sets to complex information, using logic, analytical techniques and deductive reasoning.
    • Ability to gather data, compiles information, and prepares client-facing and internal reports and training documents.
    • Excellent communication skills; especially the ability to communicate directly with Etech partners to determine partner needs and goals.
    • Partner with other Etech departments (Training, Operations, etc.) to identify gaps and update/modify curriculum as necessary.
    • Ability to establish priorities and work in a self-motivated environment. 
    • Ingenuity is necessary to adapt materials to the needs of each class or student.
    • Ability to maintain knowledge of current technological developments/trends in area of expertise.
    • Ability to evaluate effectiveness of training by measuring performance pre and post training. 
    • Ability to work independently and as a member of a team.
    • Experience working with diverse organizations.
    • Experience in training multiple constituencies in a diverse organization.
    • Knowledge of design principles and ability to identify (as well as create) well-designed training materials.
    • Ability to make use of “flipped classroom” pedagogy.
    • Understanding of gamification and other engagement principles.

    Essential Duties and Responsibilities:

    Include the following. Other duties may be assigned.

    • Develop new Computer Based Training material based on customer requirements. 
    • Regularly audit all training material and devise plan to ensure consistent practices and methodology.
    • Ability to monitor calls and give constructive feedback based on the quality of the call
    • Fulfill requests made for training material in a timely manner.
    • To attend all conference calls as needed.
    • Coordinate with Training and Development as well as Operations to ensure all are aware of and able to use training material.
    • Create both ongoing training material as well as new hire training material.
    • Gather feedback from trainers and agents on how training material can be improved.
    • Build strong relationships with Training Leader, Operations Leaders, and Clients. 
    • Act as a role model at all times, adhere to high ethical standards

     

    Supervisory Responsibilities:

    None

     

    Knowledge of:

    Sales campaign products, features, and benefits; Computer programs including Excel, Word, PowerPoint, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

     

    Ability to:

    Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationships with peers across departments.

     

    Education:

    Bachelor's degree from four-year College or University; or related experience and/or training or equivalent combination of education and experience. Major in education preferred.

     

    Experience:

    2+ years of experience in curriculum development. Possess strong leadership skills with an ability to work effectively to accomplish tasks, projects, and goals. Experience working with nearshore/far shore teams, specifically with those in India. Effective presentation and communication skills required. Experience deploying global solutions. Instructional design skills and experience required.

     

    Travel Requirements:

    Ability to travel globally to each Etech facilities as well as customer sites as required

     

    Language Skills:

    Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable 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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

     

    Certificates, Licenses, Registrations:

    Valid drivers’ license or government-issued photo ID.

     

    Physical demands:

    The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. 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, walk and stand; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond; and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to 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 in the inside environmental conditions. The noise level in the work environment is usually moderate.

    Speech & Text Analyst Gandhinagar EMS (Effective Monitoring Services)

    Speech & Text Analyst

    Job Title : Speech & Text Analyst
    Department : EMS (Effective Monitoring Services)
    Reports to : Asst. QA Lead / QA Lead
    Location : Gandhinagar
    Hours : Flexible

    Summary:

    Handle the Speech Analytics software, customize the tool per the requirement to derive desired data, analyze the generated data, and recommend actionable insights to help improve key metrics of the operations team. The person will work closely with Operations/Client to provide feedback on opportunity areas, make recommendations on areas that may need new, ongoing or remedial training, VOC (voice of customer), and BI (Business Intelligence) inputs.

    Essential Responsibilities:

    • Create Speech Analytics language content for requested insights.
    • Create searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment.
    • Analyze recorded audio and audio-based data sets for critical insights, patterns, and trends in order to develop and communicate ROI opportunities to the management team.
    • Make recommendations and define data strategies the solve critical business problems.
    • Compile information through multiple sources; understand key performance indicators and spot trends and patterns. - Make recommendations and define data strategies the solve critical business problems.
    • Accurate delivery of comprehensive analysis and reports.
    • Package and deliver key findings and briefings, providing detailed and summarized analysis along with recommendations for strategic decision-making.
    • Craft documentation, including process maps, diagrams, manuals, charters, and scopes.
    • Collaborate and communicate effectively with internal Program Manager, as well as business partners and stakeholders.
    • Proactively identify and deliver actionable business insights based on indicators.
    • Supports projects and initiatives within the department.
    • Assists with routine and ADHOC requests.
    • Be flexible in an environment by championing and embracing change. 

    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.
    • Experience leading small to medium-sized projects involving complex data sets and high variability
    • 2+ years knowledge and direct experience using speech analytics technology to build categories, construct queries, and build reports
    • Minimum 1-year experience with data analysis, report building, or Quality Auditor role in Contact Center.
    • Working knowledge of Lean and Six Sigma methodologies would be an added advantage.
    • Computer proficiency in MS Office - Outlook, Word, Excel, and PowerPoint.
    • Knowledge of Access, SQL, other scripting languages will be a plus 

    Language Skills:

    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence & procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

    Mathematical Skills:

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

    Reasoning Ability:

    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

    Certificate, License & 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 perform the essential functions of this job successfully.

    While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee frequently is required to walk and use hands to finger, handle, or feel. The employee is occasionally required to sit; reach with hands and arms; and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral 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.

    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.

    Digital Marketing Specialist Gandhinagar Global Development

    Digital Marketing Specialist

    Job Title : Digital Marketing Specialist
    Department : Global Development
    Reports to : Marketing Manager
    Location : Gandhinagar

    Summary:

    We are hiring Digital Marketing Specialist whose role is to design, create, and deliver marketing programs to support expansion and growth of the company services and products. This role requires an in depth knowledge of company products/services and market goals. Proficiency in Search Engine Optimization, Inbound Marketing, graphics, web advertising, social media and web development is a must. Familiarity with a wide range of field practices, concepts, and procedures. Marketing specialists rely on judgment in planning and experience to accomplish identified goals.

    Duties and Responsibilities:

    • Analyze digital data to draw key recommendations around website optimization
    • Conduct social media audits to ensure best practices are being used
    • Maintain digital dashboard of several different accounts
    • Coordinate with sales team to create marketing campaigns
    • Prepare emails to send out to customers (Manage day-to-day email marketing campaign execution, including planning, targeting, set-up, testing, execution, reporting, and optimization.)
    • Create and maintain online listings across different web platforms
    • Ensure that the brand message is consistent
    • Fully own and report Key Performance Indicators, and provide direction to optimize and scale
    • Set monthly performance targets and deliver scalable growth for key products
    • Develop and execute a scalable marketing plan to deliver profitable products
    • Set strategy and tactics to optimize funnels based on split testing, pricing, and offers
    • Determine the segmentation strategy for online traffic and email lists
    • Monitor competition and provide ideas to stand out
    • Stay up-to-date with digital technology and online learning developments
    • Work with the Creative Team to develop the landing pages and online sales funnels
    • Work with the Media Team to set monthly budgets for paid traffic and lead generation
    • Prepares marketing reports by collecting, analyzing, and summarizing sales data.

    Qualifications for Digital Marketing:

    • 2+ Years of Experience in Digital Marketing
    • Must have On-page SEO, Inbound Marketing hands-on and thorough knowledge to use of social media for business
    • Experience executing paid social media campaigns (Paid advertising management including social media advertising, Google ads, and other paid advertising initiative)
    • Need to have good communication skills and good English.
    • Bachelor's degree in marketing or business
    • Knowledge of video and picture editing software such as Adobe
    • Must be able to juggle multiple projects at the same time
    • Must be logical, smart and technically strong in terms of understanding requirements
    • Incredible attention to detail
    • Full understanding of all social media platforms and other third party marketing applications.
    • Problem solving skills
    • Knowledge of content management systems

    Director Quality Assurance Gandhinagar Etech Insights

    Director Quality Assurance

    Job Title : Director Quality Assurance
    Department : Etech Insights
    Reports to : AVP - CX
    Pay Grade : SS6
    FLSA Status : Exempt
    Location : Gandhinagar

    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.

    What You'll Do:

    • Build a world class quality assurance function designed to ensure effortless customer experience is consistent and meeting our standards across all customer touch points.
    • Establish procedures that produce high quality customer satisfaction, experience, and loyalty that exceeds customer and industry standards.
    • Surface inconsistencies in quality and experience, and conduct root cause analysis with corrective and preventative action plans
    • Create innovative ways to receive and track actionable customer feedback
    • Analyze customer promise among competitors and keep abreast of new initiatives across the industry that drive customer loyalty
    • Use speech and text analytics software to understand customer challenges, and calibration of quality monitoring results
    • Facilitate periodic calibration sessions with contact center leadership and other areas of operations to ensure consistency in the evaluation process
    • Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reduction
    • Create and develop Quality Assurance team to meet evolving business needs and across various functions, including Voice, Chat, Email, and Social Media teams

    What You'll Need:

    • Bachelor's Degree in applicable field (Process improvement or PMP certifications are a plus)
    • 10+ years of experience in a quality or experience-driven role, preferably in a multi-site/multi-channel contact center environment
    • 5+ years working directly with either data, text or speech analytics tools used to identify and improve experience and process
    • While not specifically a 'data role,' you should be analytical with a strong grasp of using data to determine cause and effect relationships, with an ability to create project plans leveraging this data into actionable change
    • Proven success in managing, leading and motivating others, with strong interpersonal skills and the ability to inspire and lead a team
    • Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence and drive strategic decisions across the organization.
    • High level of proficiency with Micro Soft Word, power point, and excel
    • Position may require travel

    Supervisory Responsibilities :

    Manage assigned subordinates. Responsible for the overall direction, coordination, and evaluation of assigned department personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Chief Technology Officer Gandhinagar Information Technology

    Chief Technology Officer

    Job Title : Chief Technology Officer
    Department : Information Technology
    Reports to : Chief Customer Officer
    Location : Gandhinagar

    Summary:

    The Chief Technology Officer (CTO) is responsible for establishing Etech’s technical vision and leading all aspects of the company’s technology development. The CTO will play an integral role in Etech’s strategic direction, development, and future growth. CTO plans, organizes, and controls the day-to-day IT resource activities, collaborates with the all-important stakeholders. CTO develops and implements IT architecture strategies to accommodate current and future organizational needs.

    Qualifications:

    • 12 - 18 years of progressive infrastructure technology management experience in a global organization with specific experience in high availability Datacenter environments.
    • Experience understanding business strategy and how it aligns with technology.
    • 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 Compliance.
    • Must have experience and high level of knowledge and expertise in Set-up, Configure, Maintain, Support the following systems or implementation concepts:
      • IP Telephony and IPCC components
      • SIP, SCCP, and RTP and General VOIP communications
      • Call Manager for Unified Contact Center Enterprise
      • Networking Devices, Routers, Switches and issues with routing call traffic across WAN technologies
      • CVP or IP-IVR or Script Editor experience for Unified Contact Center Enterprise
      • Unified Contact Center Enterprise Configuration Manager
      • CTI Desktop Solutions
      • Unified Intelligence Center or Unified Contact Center Enterprise Telephony Reporting
      • IP Telephony and IPCC components
      • Interaction Manager: Email and/or Chat
      • Understanding of POTs, Q.SIG, PRI and T1 interfaces
      • Familiarity with Voice Recording systems & centralized storage
      • Familiarity with Call Detail Record (CDR) solutions.

    Responsibilities:

    • Provide direction and leadership to Internet Operations and Information Systems staff, including hiring, training, mentoring and developing metrics.
    • Develop and document an annual and long-term technology plan that incorporates and ties directly to the organization’s vision and strategy. Review and update this plan (at least on a quarterly basis) to reflect changing needs, priorities, and available technologies.
    • Identify, innovate and execute business ideas to improve division goals and targets.
    • Initiate, manage, and take ownership of strategic dialogues with other teams in the organization.
    • Take ownership and responsibility for the productivity of the team, and improving service excellence.
    • Evaluate technology and vendor strategies (on-site, hosted, cloud, outsourced models) to meet the infrastructure requirements within the approved budget of all systems supporting internal and external customers.
    • Partner with other technology teams in defining and maintaining processes and procedures regarding disaster recovery, capacity planning, change control, security, problem resolution, performance management, and availability.
    • Work with approved vendors to extract future technology direction, understand market trends and form strategic partnerships.
    • Work with application teams on design and operations issues, including capacity planning, ITIL, change control, security, business continuity, problem resolution, performance, availability, service desk and other areas.
    • Develop and Implement infrastructure services components of office expansion and move projects.

    System Admin Gandhinagar Software Development

    System Admin

    Job Title : System Admin
    Department : Software Development
    Reports to : Lead
    Location : Gandhinagar

    Job Description:

    • Performs system administration, including system security, software update management, and database maintenance.
    • Monitors data quality and integrity
    • Analyzes impact of process or technical tool changes on existing processes, tools, and interfaces based on knowledge of interdependencies of related functions and systems.
    • Recommends improvements to systems and processes
    • Monitoring VPCs, EC2 instances, elasticsearch, redis, SQL Server, and mysql databases.
    • Install, configure, and secure servers in a virtual environment
    • Monitor and optimize system capacity, performance and utilization
    • Regularly audit and remediate systems to keep them in security compliance.
    • Product related work, including rollouts, migrations, and project launches.
    • Provide input to ensure proper selection and deployment of technologies, creation and enhancement of current processes.
    • Perform and verify backups. Create and test recovery plans.
    • Analyze system logs and identify potential issues with computer systems

    Linux & Windows Administration

    • Assessing the stability, security, and scalability of installed Windows & Linux Servers
    • Troubleshooting Applications and server errors
    • Reviewing system error logs and user-reported errors
    • IIS, Apache & NGinx - site configuration, SSL provisioning and installation, troubleshooting.* Performance troubleshooting
    • Managing user access.
    • Strong working knowledge on Site Hosting and SSL certificate process
    • Good support/development knowledge in Apache, PHP, MySQL, Redis, NodeJS, IIS & MSSQL
    • Strong working knowledge of Linux environments and software package
    • Fundamental understanding of secure application and environment design and management concepts (PCI & HIPAA Complaince)
    • OS Hardening

    Technical Skills:

    • AWS : VPC, EC2, IAM, S3, Route 53, SES, Elasticsearch
    • Database : MS SQL Server, MySQL, Redis
    • OS : Windowas Server, Linux

    Educational Qualification

    • Graduate or equivalent.

    Salesforce Administrator Gandhinagar Software Development

    Salesforce Administrator

    Job Title : Salesforce Administrator
    Department : Software Development
    Reports to : Team Leader
    Location : Gandhinagar

    Client’s mission is to help companies win through customer experience. The world’s best-loved brands trust Client’s Experience Cloud™, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Named a leader in the most recent Forrester Wave and ranked in the 2018 Forbes Cloud 100 list, Client is growing quickly, with a global footprint that spans Silicon Valley, Austin, New York, Washington DC, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title—nobody is "just an engineer" or "just a salesperson." We are each partners, parents, children, siblings, friends, and former classmates. We have different backgrounds and we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people.

    Role Overview

    The Salesforce Administrator will help with ongoing development of our Salesforce.com deployment. The successful candidate will have a record of success in improving processes and adoption using the Salesforce. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify develop and deploy new business processes. This role is part technical project manager, part administrator, and part Salesforce analyst. The Salesforce Administrator will be responsible for executing on the day-to-day configuration, support, maintenance, and improvement of our Professional Services org and processes in Salesforce.com.

    Essential Duties And Responsibilities

    • Serve as a system administrator for Professional Services org, owning areas like Service Cloud, Sales Cloud, and other products as necessary
    • Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
    • Help develop and configure new case handling processes in Service Cloud
    • Complete regular internal system audits and prepare for upgrades
    • Help manage data feeds and other integrations
    • Help with the evaluation, scope, and completion of new development requests
    • Work with members of the user community to define and document development requirements

    Minimum Qualifications

    • Excellent project management skills and a positive attitude
    • Demonstrated ability to meet deadlines and prioritize simultaneous requests
    • A documented history of successfully driving projects to completion
    • Creative and analytical thinker with strong problem-solving skills
    • Must demonstrate exceptional verbal and written communication skills in English
    • Ability to assess the impact of new requirements on all upstream and downstream applications, systems, and processes

    Preferred Qualifications

    • +2 years of experience as a Salesforce.com administrator specifically working on Service Cloud.
    • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
    • Salesforce.com Admin certified (ADM201 and ADM211)
    • Sales Cloud, Service Cloud and Developer certifications
    • Proven ability to design and implement new processes and facilitate user adoption.
    • Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
    • Strong understanding of Salesforce.com best practices and functionality
    • Strong data management abilities
    • A demonstrated ability to understand and articulate complex requirements
    • Previous experience working in a SCRUM or agile environment preferred

    Business Analyst Gandhinagar Software Development

    Business Analyst

    Job Title : Business Analyst
    Department : Software Development
    Location : Gandhinagar

    We are hiring for one of the top most SaaS based reputed clients based at US which is associated with Etech.

    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).

    Job Description:

    As an analyst, you will first learn a lot about the client platform and how to configure/create a solution for its customers through extensive product training. After that you will work with client project managers and other team members to build and support our product implementations for large companies. You will utilize your knowledge of technology to think of creative solutions on the client platform.

    The Role:

    As an Analyst you will be assigned to multiple projects depending on our need, your interests, and expertise. The projects can vary from assisting your team in implementing, maintaining and testing our software for new customers to managing customer accounts post launch.

    Responsibilities:

    Product Implementation:

    • Work with senior team members to carry out customer implementations and program enhancements
    • Participate in the implementation design, setup, and review processes
    • Identify improvements to our feedback products and processes
    • Utilize Client software knowledge for testing customized software solutions

    Client Management:

    • Build long-standing customer relationships by improving customer feedback programs
    • Provide support to client meetings by leveraging in-depth Client system capabilities
    • Work with client teams in resolving technical/system related inquiries
    • Provide quality assurance support when providing features to clients
    • Provide client support when analyzing large sets of data

    Qualification Required:

    • Excellent analytical skills (including Microsoft Excel) and attention to detail
    • Strong written, oral communication and presentation skills
    • Bachelor’s / Master’s degree in Computer Application (BSc IT, MSc IT, BCA, MCA, B.Tech Computer Engineering, B.Tech Computer Science etc.)
    • Knowledge of JavaScript, HTML, CSS, and XML. GUI would be an added advantage

    Preferred Candidates:

    • Experience in management consulting, IT consulting, market research, and/or enterprise software client management either in college or at work to facilitate team work in remote setting will be preferred.

    Business Development Manager Gandhinagar Global Business Development

    Business Development Manager

    Job Title : Business Development Manager
    Department : Global Business Development
    Reports to : AVP Corporate Strategy
    Location : Gandhinagar

    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 Gandhinagar Software Development

    Quality Assurance Engineer

    Job Title : Quality Assurance Engineer
    Department : Software Development
    Reports to : Lead
    Location : Gandhinagar

    We are hiring for One of our CEM Clients, one of the most reputed clients based in the 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).

    Job Description:

    As a QA Engineer, you will first learn a lot about The client platform and how to configure/create a solution for its customers through extensive product training. After that, you will work with The client project managers and other The client team members to build and support our product implementations for large companies. You will utilize your knowledge of technology to think of creative solutions on the client platform.

    The Role:

    As a QA Engineer, you will be assigned to multiple projects depending on our need, your interests, and expertise. The projects can vary from assisting your team in implementing, maintaining, and testing our software for new customers to managing customer accounts post-launch.

    Responsibilities:

    • Review requirements, specifications and technical design documents to provide timely and meaningful feedback
    • Create detailed, comprehensive and well-structured test plans and test cases
    • Estimate, prioritize, plan and coordinate testing activities
    • Design, develop and execute automation scripts using open source tools (optional)
    • Execute test cases (manual or automated) and analyze results
    • Evaluate product code according to specifications
    • Create logs to document testing phases and defects
    • Identify, record, document thoroughly and track bugs
    • Perform thorough regression testing when bugs are resolved
    • Develop and apply testing processes for new and existing products to meet client needs
    • Liaise with internal teams (e.g., BA, product managers) to identify system requirements
    • Monitor debugging process results
    • Investigate the causes of non-conforming software and train users to implement solutions
    • Track quality assurance metrics, like defect densities and open defect counts
    • Stay up-to-date with new testing tools and test strategies

    Qualification Required:

    • Excellent analytical skills (including Microsoft Excel) and attention to detail
    • Strong written, oral communication and presentation skills
    • Bachelor’s / Master’s degree in Computer Application (BSc IT, MSc IT, BCA, MCA, B.Tech Computer Engineering, B.Tech Computer Science, etc.)

    Preferred Candidates:

    • Minimum 2 years of experience
    • Flexible working in US shift timings

    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.

    Help Desk Technician Gandhinagar Help Desk

    Help Desk Technician

    Job Title : Help Desk Technician
    Department : Help Desk
    Reports to : Help Desk Lead
    Location : Gandhinagar

    Summary:

    Etech provides - Internal Help Desk Technician to provide phone, chat, email and direct IT support. Must be available some nights and weekends.

    Essential Job Functions:

    • Troubleshooting all information technology issues, including software, hardware, and networking.
    • Provision, deprovision, and audit access rights for all company resources.
    • Assist in the management of Active Directory information, ensuring accuracy and regular updates.
    • Install and update desktops, laptops, mobile devices, peripherals, networks, and related software.
    • Assists end-users in resolving complex technical problems. Resolves and/or refers to highly complex technical problems as appropriate.
    • Follows up with end-users to ensure that inquiries are resolved within established SLAs.
    • Logs and tracks inquiries using a ticketing system while maintaining historical records.
    • Documents and maintains workflows utilized in successful issue resolution.
    • Identifies, evaluates, and prioritizes end-user problems and complaints to ensure that inquiries are successfully resolved.
    • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce the need for help desk involvement and end-user effort.
    • May provide leadership and work guidance to less experienced personnel.
    • Mainly Tier 1, partly Tier 2 Support Level
    • Working with a global team, providing Network-/Security Services on a high level of quality.

    Key Performance Indicators / Measures Of Success:

    • Service level agreements maintained at agreed upon levels.
    • Internal satisfaction surveys.
    • Minimized downtime on critical infrastructure, where results are controllable.

    Additional Skills:

    • Team player
    • Flexible attitude, reliable
    • Network maps and document writing
    • Customer-friendly demeanor

    IT Experience:

    • Networking fundamentals, mainly TCP/IP
    • Windows and Mac OS hardware/software experience
    • Microsoft Office knowledge, very knowledgeable with Excel in particular
    • Active Directory management experience a plus, but not required.
    • Virtual Machine deployment and management
    • Wireless technologies and protocols know-how desirable
    • VPN technologies (IPSec and SSL)
    • Relevant technical certification are highly desirable

    Basic Qualifications:

    • At least a High school diploma or G.E.D.
    • Two or more years of technical training or equivalent experience
    • One or more years of technical or customer support experience
    • Experience with solving computer-related problems
    • Experience working with company escalation policy

    Other Qualifications:

    • Microsoft Office, A+, and Network+ certifications are beneficial, but not required
    • Interpersonal skills for interacting with team members
    • Communications skills
    • Organization skills to balance and prioritize work
    • Analytical and problem-solving skills
    • Leadership skills to mentor and provide guidance to less experienced personnel
    • Ability to work in a team environment
    • Configure and administer a defined technology/system (e.g., Hardware, Operating Systems, Network, and middleware) in support of ongoing operations and projects.
    • Manage incidents and requests for a defined technology environment
    • Provide network specific technical expertise for the support of security network system

    Full Stack Developer Gandhinagar Etech Technology Solutions

    Full Stack Developer

    Job Title : Full Stack Developer
    Department : Etech Technology Solutions
    Reports to : Project Leader
    Location : Gandhinagar

    Essential Responsibilities:

    The core full stack developer responsibility is to understand the primary concept and translate it into a complete product. This task involves the following:

    • Contribute to the entire web lifecycle
    • Develop functional and fast-responsive web applications, using markup languages
    • Maintain websites and elaborate mobile-based and web-based features
    • Troubleshoot apps for bugs and fix bugs if necessary and improve the usability
    • Improve apps for maximum speed
    • Troubleshoot UI and improve its performance accordingly
    • Employ the latest technology in order to re-built legacy apps
    • Integrate UI elements with server-side ones
    • Detect and fulfill front-end and back-end requirements
    • Perform training and support activities
    • Develop reusable code
    • Collaborate with developers, designers, sys admins, and customers. Tailor web solutions to their needs and requirements
    • Compile prototype and quality mockups
    • Make sure that high-quality graphics standards are met

    Technical Skills:

    Core Skills Node js, Angular js, Angular 2, Javascript, Jquery
    Database MS SQL Server 2008/2012, Redis and MongoDB
    Other HTML, CSS, Strong Knowledge of JavaScript is must

    Education & Experience:

    • BE (Comp/IT),MCA, MSc IT,B Tech(Comp./IT).
    • Bachelor’s degree from four-year college or university.
    • 2-4 years of professional experience in Angular js, Node js web based application with SQL Server 2008/2012 back end.

    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.

    Reporting Analyst Gandhinagar Data Analytics

    Reporting Analyst

    Job Title : Reporting Analyst
    Department : Data Analytics
    Reports to : Data Analytics Leader
    Location : Gandhinagar

    Essential Responsibilities:

    • Generate and distribute reports in accurate and timely manner.
    • Develops MIS documentation to allow for smooth operations.
    • Provide recommendations to update current MIS to improve reporting efficiency and consistency.
    • Perform data analysis for generating reports.
    • Provide strong reporting and analytical information support to management team.
    • Generate both periodic and ad-hoc reports as needed.
    • Understand customer requirements and provide appropriate technical solutions.
    • Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
    • Provide customer support and assistance in issue troubleshooting and resolution
    • Maintain a comprehensive log and procedural documentation of all reports.
    • Identify, analyze, and interpret trends or patterns in complex data sets
      Locate and define new process improvement opportunities

    Technical Skills:

    Microsoft Technologies : MS Excel (version 2007 or above)
    Database : Microsoft SQL Server (PL/ SQL)

    Education & Experience:

    • Any graduate, BE (Comp.), MCA, BCA
    • 1-2 years of professional experience in Data analyst/ reporting role using Excel/ SQL Server. Able to interpret or write Macros, having understanding of BI tools (Power BI, MSBI)

    We Expect You To:

    • Comfort with and knowledge of how to use Microsoft Office, email etc.
    • Excellent oral and written communication skills

    Asp.Net MVC Full Stack Developer

    Job Title : Asp.Net MVC Full Stack Developer
    Department : ETS
    Reports to : Team Leader of ETS
    Location : Gandhinagar

    Summary:

    Responsible for writing and coding individual programs from specific requirements. The primary duty of the Software Developer is to perform software development life-cycle (SDLC) activities, from initial user business requirement, translate into technical specification and development plan for coding for assigned modules, testing/debugging, User Acceptance Test (UAT)

    Must Have Skills:

    • C#.net
    • MVC
    • Angular.js
    • SQL Server
    • Entity Framework
    • RESTful APIs
    • HTML, CSS, UI framework like Bootstrap 

    Requirements:

    • 3+ years of solid programming experience with ASP.NET / C#.net and SQL Server
    • 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

    Qualifications:

    • A degree in computer science, engineering, or a relevant field.
    • Full life cycle software development experience including technical analysis and estimation
    • Excellent verbal/written communication skills in English
    • Excellent analytical and problem-solving skills

    Education & Experience:

    • BE (Comp/IT),MCA, MSc IT,B Tech(Comp./IT).
    • Bachelor’s degree from four-year college or university.
    • 2-4 years of professional experience in ASP.net MVC with c# web based application with SQL Server 2008/2012 back end.

    We expect you to:

    • Be Flexible in working hours which is a must.

    Trainer Gandhinagar Training

    Trainer

    Job Title : Trainer
    Department : Training
    Reports to : Assistant Training Leader
    FLSA Status : Exempt
    Location : Gandhinagar

    Summary:

    Prepares new team members to succeed in their jobs. Required to be available as needed per campaign and can be moved between campaigns as needed.

    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:

    You enjoy the fast-paced nature of adapting on the fly to corporate changes.

    • Trainers have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

    You thrive in challenging others to be creative problem-solvers.

    • Training is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions. A Trainer should have this skill mastered so well that Training Apprentices and Assistant Trainers can observe and learn from them.

    You desire a fun atmosphere that promotes interactive learning.

    • Leading a training class is about creating a fun, engaging environment in which learning can flourish.

    You enjoy helping others succeed!

    • Your classes should be so productive and enjoyable that your trainees are excited to embark on their new careers.

    There’s no I in Team.

    • Trainers should consistently be on the lookout for ways to help not only other trainers, but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.

    Be a reason to stay.

    • We believe that employees don’t leave their jobs; they leave their managers. As a Trainer, you should be on the lookout for potential attrition reasons and be able to come up with ways to combat these issues.

    Recap with style.

    • Everyone wants to know how the current training class is doing, but they can’t spend every moment seeing what’s going on. This means it is up to the Trainer to send detailed recaps and reports that showcase the monumental wins occurring daily in the classroom.

    You can lead with humility.

    • A Trainer must be able to take charge and effectively pilot a class, but should be able to admit mistakes and work well with different people and personalities.

    Coaching is second nature.

    • Developing agents should be a passion that is shown everyday through the use of the Coaching Tactics.

    You aren’t afraid to ask the tough questions.

    • It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions.

    Be able to write what you teach.

    • On occasion Trainers write curriculum for Etech or its clients. Often times they get to write about a best practice they created or discovered that could benefit other Trainers.

    You bring others up to your expert status.

    • Trainers are the subject matter experts on every facet of their campaigns and they are willing and able to pass this knowledge along to Training Apprentices, Assistant Trainers, and even fellow Trainers.

    You bring solutions, not problems.

    • A Trainer is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!

    You lead by example.

    • Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Trainers take this to the next level by teaching Training Apprentices and Assistant Trainers tips on how to epitomize these traits.

    Supervisory Responsibilities:

    Directly supervises 1 to 40 team members in the Training class. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

    Knowledge of:

    Sales campaign products, features and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

    Ability to:

    Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.

    Education And/Or Experience:

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

    Language Skills:

    Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable 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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

    Certificates, Licenses, Registrations:

    Valid drivers’ license or 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 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 includes 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.

    Customer Experience Specialist Gandhinagar Operations

    Customer Experience Specialist

    Job Title : Customer Experience Specialist
    Department : Operations
    Reports to : Sales Coach
    Location : Gandhinagar

    Summary:

    Customer Experience Specialist Agents solicit orders for products or services over the internet by performing the following duties.

    Essential Responsibilities:

    • 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.

    We expect you to:

    • Be Flexible in working hours which is a must.
    • Comfort with and knowledge of how to use Microsoft Office, email etc.
    • Excellent oral and written communication skills;
    • An unerring attention to detail;
    • The ability to multi-task answering numerous chats and navigating smoothly between chat and email.
    • A professional demeanor with the ability to take ownership of every chat and email and find a solution for every customer.
    • The ability to think on your feet in a fast-paced environment where messages over chat and email come fast and furious;
    • Experience working as part of a collaborative team - we work together to make sure shoppers have an exceptional customer experience every time they place an order.

    Qualification Required:

    Minimum 12th Standard Any Stream / Any Stream Graduate / Post Graduate with 18 year’s age along with Excellent Oral & Written Communication skills in English can apply.

    Computer-Telephony Integration (CTI) Engineer

    Job Title : Computer-Telephony Integration (CTI) Engineer
    Department : I.T.
    Reports to : Director of I.T
    Location : Gandhinagar

    Summary

    The CTI Engineer will be responsible for the architecture, design, and operational support of customer interaction applications and infrastructure globally for inbound contact centers. This will encompass ACD platforms and services, contact routing, automation and CTI, self-service (IVR), call recording, workforce management, and speech and data analytics.

    This position will focus on customer interaction applications that will often leverage WAN/LAN services provided by and requiring heavy involvement from the Network Engineering team.

    Essential Duties And Responsibilities:

    • Monitors end-user usage of systems and effectively perform daily administrative tasks
    • Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.
    • Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time
    • Analyzes application requirements and determine feasibility of design within time and cost constraints.
    • Consults with other IT staff to evaluate interface between hardware and software, operational and performance requirements of overall system.
    • Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
    • Provide mentoring to the Consultant and executive updates on progress of implementation
    • Understand and ensure system service level goals are achieved
    • Insure that implementation plan is updated and current
    • Perform other duties as assigned

    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.

    Knowledge Of:

    • Good knowledge of Inbound and Outbound
    • Working knowledge of Contact Center Technologies (IVR, CTI, WFM, Call Routing etc.)
    • Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
    • Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
    • Should have knowledge on IVR flow design, call routing and basic networking knowledge
    • Hands-on experience of routing development using IRD & Composer.
    • Knowledge of SCI for monitoring and troubleshooting
    • Knowledge of JavaScript and Java development skills will be an added advantage
    • Experience on Virtual Hold Technologies

    Requirements:

    • Proficient in tools like Composer, Eclipse, IRD (Interaction Routing Designer), CCpulse & Kazimir.
    • Database knowledge pertaining to SQL and Cassandra
    • Experience in production support of IVR applications with VXML and Java (Nuance Development Framework / Voice Portal preferred)
    • Ability to interface and cultivate excellent working relationships both within Technology, Business, and vendors
    • Subject matter expertise in Computer Telephony Integration (CTI):
      • CTI solution design, development, and maintenance
      • Integration of various CTI solutions to the contact Centre architecture
      • Integration of CTI and Customer Relationship Management solutions such as Salesforce, Pega, etc.
    • Hands-on with Intelligent Contact Management (ICM):
      • ICM scripts development and enhancement
      • Administration of ICM components and tools
      • Creation and maintenance of ICM queries (SQL knowledge required)
      • Generation of ICM historical and real-time database reports
      • Perform ICM scripting and configuration
    • Integration of custom-developed and 3rd-party provided software, IVR (Interactive Voice Response), Call Center and database integration with the IP Telephony infrastructure.
    • Experience with platforms like Genesys, Cisco UCCE, Asterisk, etc
    • Below certifications will be an added advantage:
      • Avaya Certified Implementation Specialist (ACIS)
      • CCNP VoIP
      • CTP: Certification Partners Convergence Technologies Professional
      • dCAP: Digium Certified Asterisk Professional

    Education And/ Or Experience:

    Bachelor's degree from four-year college or university preferred and at least 3 years experience in the field or a related area; 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, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

    Mathematical Skills:

    Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

    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.

    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 includes 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.

    Communication Trainer Gandhinagar Software Development

    Communication Trainer

    Job Title : Communication Trainer
    Department : Software Development
    Reports to : Operations Manager
    Location : Gandhinagar

    We are hiring for one of the top most SaaS based reputed clients based at US and in association with Etech.

    Experience

    5 + years in Training IT professionals

    Role and Responsibilities:

    • Conduct Behavioral Training for IT professionals. 
    • Conduct Sales, Leadership and Behavioral Training for the senior management. 
    • Also conduct various Product, Process, Behavioral and Communication Training, Conduct TNA, Manage floor operations and overall Quality as well. 
    • A challenging atmosphere to bridge the gap of Learning needs and Business improvement. 
    • Create Training modules and developing content on various Training topics. Manage regular Training dashboards. 
    • Coordinate various Technical/Non – Technical trainings per the need and requirement. 
    • Working on the Organizational Development aspects. 
    • Conduct regular assessments and creative evaluation patterns. 
    • Work closely with the clients to create unique Training modules. Manage and update the TNA on a regular basis. 
    • Evaluating the learning impact through various techniques to analyze the learning and improvement curve. 
    • Conduct regular counseling of employees to analyze their behavior and performance. 
    • Leadership Development & Personality Development
    • Personal Management , Time Management & Team Building
    • Behavioral Training,, Goal Setting, Life Coaching, Stress Management
    • Develop Action plans and report out the improvement process in business reviews.
    • Plan & run process to drive Awareness/Improvements on Compliance, Communication & Process.
    • Provide Coaching & Feedback to enhance overall process performance.
    • Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans.

    Requirement:

    • Excellent verbal/written communication skills 
    • Excellent Presentation/Coaching skills
    • Great Problem-solving skills
    • Maintain Data-Quality and Integrity
    • BCA/MCA/BE/MSC(IT/Computers) would be an added advantage

    Spanish Language Expert Gandhinagar Etech Insights

    Spanish Language Expert

    Job Title : Spanish Language Expert
    Department : Etech Insights
    Reports to : Asst. QA Lead / QA Lead
    Location : Gandhinagar

    Summary:

    The EI 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 (clients).

    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.

    Core Competencies/Skill Set:

    • Good oral & written Spanish/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.

    Education And /or Experience:

    • 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 Vadodara Information Technology

    Network Administrator

    Job Title : Network Administrator
    Department : Information Technology
    Reports to : Enterprise Technology Manager
    Pay Grade : SN3
    FLSA Status : Exempt
    Location : Vadodara

    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.

    Instructional Designer Vadodara Training and Development

    Instructional Designer

    Job Title : Instructional Designer
    Department : Training and Development
    Reports to : Training Leader
    FLSA Status : Exempt
    Location : Vadodara

    Summary:

    Develops training material for multiple campaigns; ensures consistency in materials, methodologies, and evaluating training effectiveness and needs. 

     

    Knowledge, Skills, and Abilities Required:

    • Ability to create new and edit existing curriculum based on client specifications.
    • Maintain a central repository of information to be used as a knowledge base for training across Etech.
    • Ability to analyze the effectiveness of existing training material.
    • Ability to apply rule sets to complex information, using logic, analytical techniques, and deductive reasoning.
    • Ability to gather data compiles information and prepares client-facing and internal reports and training documents.
    • Excellent communication skills; especially the ability to communicate directly with Etech partners to determine partner needs and goals.
    • Partner with other Etech departments (Training, Operations, etc.) to identify gaps and update/modify curriculum as necessary.
    • Ability to establish priorities and work in a self-motivated environment. 
    • Ingenuity is necessary to adapt materials to the needs of each class or student.
    • Ability to maintain knowledge of current technological developments/trends in the area of expertise.
    • Ability to evaluate the effectiveness of training by measuring performance pre and post-training. 
    • Ability to work independently and as a member of a team.
    • Experience working with diverse organizations.
    • Experience in training multiple constituencies in a diverse organization.
    • Knowledge of design principles and the ability to identify (as well as create) well-designed training materials.
    • Ability to make use of “flipped classroom” pedagogy.
    • Understanding of gamification and other engagement principles.

     

    Essential Duties and Responsibilities:

    Include the following. Other duties may be assigned.

    • Develop new Computer Based Training material based on customer requirements. 
    • Regularly audit all training material and devise a plan to ensure consistent practices and methodology.
    • Ability to monitor calls and give constructive feedback based on the quality of the call
    • Fulfill requests made for training material in a timely manner.
    • To attend all conference calls as needed.
    • Coordinate with Training and Development as well as Operations to ensure all are aware of and able to use training material.
    • Create both ongoing training material as well as new hire training material.
    • Gather feedback from trainers and agents on how training material can be improved.
    • Build strong relationships with Training Leader, Operations Leaders, and Clients. 
    • Act as a role model at all times, adhere to high ethical standards

     

    Supervisory Responsibilities:

    None

     

    Knowledge of:

    Sales campaign products, features, and benefits; Computer programs including Excel, Word, PowerPoint, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

     

    Ability to:

    Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationships with peers across departments.

     

    Education:

    Bachelor's degree from four-year College or University; or related experience and/or training or equivalent combination of education and experience. Major in education preferred.

     

    Experience:

    2+ years of experience in curriculum development. Possess strong leadership skills with an ability to work effectively to accomplish tasks, projects, and goals. Experience working with nearshore/far shore teams, specifically with those in India. Effective presentation and communication skills required. Experience deploying global solutions. Instructional design skills and experience required.

     

    Travel Requirements:

    Ability to travel globally to each Etech facilities as well as customer sites as required

     

    Language Skills:

    Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable 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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

     

    Certificates, Licenses, Registrations:

    Valid drivers’ license or government-issued photo ID.

     

    Physical demands:

    The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. 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, walk and stand; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond; and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to 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 in the inside environmental conditions. The noise level in the work environment is usually moderate.

    Director Quality Assurance Vadodara Etech Insights

    Director Quality Assurance

    Job Title : Director Quality Assurance
    Department : Etech Insights
    Reports to : AVP - CX
    Pay Grade : SS6
    FLSA Status : Exempt
    Location : Vadodara

    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.

    What You'll Do:

    • Build a world class quality assurance function designed to ensure effortless customer experience is consistent and meeting our standards across all customer touch points.
    • Establish procedures that produce high quality customer satisfaction, experience, and loyalty that exceeds customer and industry standards.
    • Surface inconsistencies in quality and experience, and conduct root cause analysis with corrective and preventative action plans
    • Create innovative ways to receive and track actionable customer feedback
    • Analyze customer promise among competitors and keep abreast of new initiatives across the industry that drive customer loyalty
    • Use speech and text analytics software to understand customer challenges, and calibration of quality monitoring results
    • Facilitate periodic calibration sessions with contact center leadership and other areas of operations to ensure consistency in the evaluation process
    • Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reduction
    • Create and develop Quality Assurance team to meet evolving business needs and across various functions, including Voice, Chat, Email, and Social Media teams

    What You'll Need:

    • Bachelor's Degree in applicable field (Process improvement or PMP certifications are a plus)
    • 10+ years of experience in a quality or experience-driven role, preferably in a multi-site/multi-channel contact center environment
    • 5+ years working directly with either data, text or speech analytics tools used to identify and improve experience and process
    • While not specifically a 'data role,' you should be analytical with a strong grasp of using data to determine cause and effect relationships, with an ability to create project plans leveraging this data into actionable change
    • Proven success in managing, leading and motivating others, with strong interpersonal skills and the ability to inspire and lead a team
    • Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence and drive strategic decisions across the organization.
    • High level of proficiency with Micro Soft Word, power point, and excel
    • Position may require travel

    Supervisory Responsibilities :

    Manage assigned subordinates. Responsible for the overall direction, coordination, and evaluation of assigned department personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Chief Technology Officer Vadodara Information Technology

    Chief Technology Officer

    Job Title : Chief Technology Officer
    Department : Information Technology
    Reports to : Chief Customer Officer
    Location : Vadodara

    Summary:

    The Chief Technology Officer (CTO) is responsible for establishing Etech’s technical vision and leading all aspects of the company’s technology development. The CTO will play an integral role in Etech’s strategic direction, development, and future growth. CTO plans, organizes, and controls the day-to-day IT resource activities, collaborates with the all-important stakeholders. CTO develops and implements IT architecture strategies to accommodate current and future organizational needs.

    Qualifications:

    • 12 - 18 years of progressive infrastructure technology management experience in a global organization with specific experience in high availability Datacenter environments.
    • Experience understanding business strategy and how it aligns with technology.
    • 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 Compliance.
    • Must have experience and high level of knowledge and expertise in Set-up, Configure, Maintain, Support the following systems or implementation concepts:
      • IP Telephony and IPCC components
      • SIP, SCCP, and RTP and General VOIP communications
      • Call Manager for Unified Contact Center Enterprise
      • Networking Devices, Routers, Switches and issues with routing call traffic across WAN technologies
      • CVP or IP-IVR or Script Editor experience for Unified Contact Center Enterprise
      • Unified Contact Center Enterprise Configuration Manager
      • CTI Desktop Solutions
      • Unified Intelligence Center or Unified Contact Center Enterprise Telephony Reporting
      • IP Telephony and IPCC components
      • Interaction Manager: Email and/or Chat
      • Understanding of POTs, Q.SIG, PRI, and T1 interfaces
      • Familiarity with Voice Recording systems & centralized storage
      • Familiarity with Call Detail Record (CDR) solutions.

    Responsibilities:

    • Provide direction and leadership to Internet Operations and Information Systems staff, including hiring, training, mentoring and developing metrics.
    • Develop and document an annual and long-term technology plan that incorporates and ties directly to the organization’s vision and strategy. Review and update this plan (at least on a quarterly basis) to reflect changing needs, priorities, and available technologies.
    • Identify, innovate and execute business ideas to improve division goals and targets.
    • Initiate, manage, and take ownership of strategic dialogues with other teams in the organization.
    • Take ownership and responsibility for the productivity of the team, and improving service excellence.
    • Evaluate technology and vendor strategies (on-site, hosted, cloud, outsourced models) to meet the infrastructure requirements within the approved budget of all systems supporting internal and external customers.
    • Partner with other technology teams in defining and maintaining processes and procedures regarding disaster recovery, capacity planning, change control, security, problem resolution, performance management, and availability.
    • Work with approved vendors to extract future technology direction, understand market trends and form strategic partnerships.
    • Work with application teams on design and operations issues, including capacity planning, ITIL, change control, security, business continuity, problem resolution, performance, availability, service desk, and other areas.
    • Develop and Implement infrastructure services components of office expansion and move projects.

    Customer Service Representative (Voice Process)

    Job Title : Customer Service Representative (Voice Process)
    Department : Operations
    Reports to : Team Leader, Operations
    Location : Vadodara

    Summary:

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

    Role and Responsibility:

    • Answer inbound calls within guidelines/goals established by the client.
    • Listen actively, converse well on 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 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 travelling 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

    Cyber Security Auditor Vadodara ETS

    Cyber Security Auditor

    Job Title : Cyber Security Auditor
    Department : ETS
    Reports to : Team Leader ETS
    Location : Vadodara

    Summary:

    The Cyber Security Auditor will analyze overall enterprise security audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support. The CSA will review and evaluate audit findings make recommendations for audit readiness, contribute to security presentations, and participate in debriefs to represent cybersecurity interests.

    The CSA must work as a Cybersecurity subject matter expert (SME) and Cybersecurity team member assisting with security awareness training curriculum, form gathering, and other security documentation, as required by Etech Cybersecurity, conducts security audits of information systems against documented organization security standards as well as ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.

    Review security controls, tests system technical security configuration settings, reviews system scan results for compliance with documented policy and industry standards, and assists with developing and reviewing compliance reports that identify security findings and proposed remediation strategies as necessary.

    Essential Responsibilities:

    • Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support
    • Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion
    • Liaise with technical security stakeholders on an ongoing basis
    • Set and continually manage technical project expectations with team members and other stakeholders
    • Conduct security audits of information systems against policy/process as defined with Etech documentation and required for ISO 27001, PCI-DSS, HIPPA, and Privacy Shield
    • Plan and schedule security audit timelines
    • Determine the frequency and content of audit reports, analyze results, and remediate problem areas
    • Review and evaluate audit findings and make recommendations on improving security and audit preparedness
    • Create audit remediation plans along with members of the cybersecurity and technical teams and establish timelines for completion
    • Ability to travel between locations as necessary

    Formal Education & Certification

    • University degree in the field of Computer Science/Technology Management/and /or 2+ years related work experience
    • Certifications in Cyber Security and/or Technology fields a plus

    Knowledge & Experience

    • 2 years of direct work experience in a technical environment
    • Familiarity with security audit and/or standard audit practices
    • Ability to conduct technical security audits for complex information systemsli
    • Ability to analyze information systems and technical specifications against defined security control standards and identify deficiencies and remediation strategiesM
    • Experience with network security, vulnerability management, incident response
    • Knowledge of emerging cybersecurity trends
    • Familiarity with Change Management practices
    • General knowledge of network system Functionality (Firewalls, Switches, Routers, etc.)
    • Database and operating systems experience with Microsoft products a plus
    • Technically competent with various software programs, such as Microsoft Office products, SQL, etc.
    • Familiarity with security software such as Anti-Virus, Anti-Malware, Web Filtering Technology, Encryption methods and standards
    • Familiarity with industry security standards such as ISO 27001, PCI-DDS, HIPPA, Privacy Sheild, etc. a plus.

    Personal Attributes

    • Experience at working both independently and in a team-oriented, collaborative environment is essential
    • Can conform to shifting priorities, demands and timelines through analytical problem-solving capabilities
    • Reacts to project adjustments and alterations promptly and efficiently
    • Flexible during times of change
    • Ability to read communication styles of team members and contactors who come from a broad spectrum of disciplines
    • Persuasive, encouraging, and motivating
    • Ability to elicit cooperation’s from a wide variety of sources, including upper management, clients, and other departments
    • Possession of excellent analytical skills
    • Strong written and oral communication skills
    • Strong interpersonal skills
    • Adept at researching project-related issues and products
    • Must be able to learn, understand and apply new technologies
    • Customer service skills a must
    • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial

    Customer Experience Specialist Vadodara Operations

    Customer Experience Specialist

    Job Title : Customer Experience Specialist
    Department : Operations
    Location : Vadodara
    • Pick & Drop facilities
    • Food Allowance
    • Night Shift Allowance
    • Attendance Bonus
    • Tuition Reimbursement
    • Rs.1,00,000 Medical Insurance
    • Employee Referral Bonus
    • Attractive Incentives over and above the salary

    Customer Experience Specialists are an integral part of the Etech team as they are the front line to our customers. In this role you will be responsible for fielding inbound chats from potential and existing customers and selling our products and services.

    Job Specifications:

    • Excellent English Communication Skills
    • Good computing skills
    • Flexible to work in rotational shifts

    Job Functions:

    • Take multiple Inbound chats with prospective business customers in designated market area to qualify leads and explain type of service or product offered.
    • Communicate with current and prospective customers using a variety of computer and telecommunications technology/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.
    • Follow all compliancy guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.