SUMMARY

Administers company drug screening policy and background checks, and participates in compiling and maintaining Human Resource files and employee records by performing the following duties. Operates multi-line telephone system on platform to answer incoming calls and directs callers to appropriate personnel 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 be assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

Knowledge of: Company policies and procedures as outlined in Team Member Handbook; Computer functions including keyboarding; computer programs including Word, Excel, Power Point, and Outlook; Receptionist duties and operating telephone system and its' functions; copier/scanner/printer.

Ability to: Answer general questions regarding policies and procedures; File employee records alphabetically; Set priorities using guidelines outlined by HR Generalist; Manage multiple tasks and priorities; Communicate with customers and all levels of employees. Develop and maintain effective working relationships with peers across departments; Communicate effectively in both oral and written form; Perform detailed tasks with accuracy.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) required; Minimum six to twelve months related experience and/or training; or equivalent combination of education and experience. Previous HR experience preferred.

Physical Security Manager

Job Description

Version 1

Title

Physical Security Manager

Reports to

Chief Security Officer

Description

On behalf of Etech, the Physical Security Manager will work to ensure that all aspects of physical security are continuously updated, fully functional, monitored, and maintained.

Managing the performance and job function of those assigned to physical security duties, as well as administering reviews relating to the physical security program.

Serves as a resource regarding matters of information security and reports the status of ongoing information security activities to the designated person(s).

Responsibilities

• Ensure creation of a secure environment for Etech Employees and Visitors.

• Ensure all clean rooms/server rooms are locked, ensure sign in sheets are utilized at all clean rooms and server rooms. A current list of access rights should be maintained, so that the security auditor can conduct an audit by comparing the access logs to the list of users who are authorized for access into the clean rooms.

• Ensure all HR offices have locks on them, including filing cabinets/drawers 

• Manage Incident logs for theft/loss of assets/snooping

• Work with facilities and inspect to ensure proper Lighting for the safety of all personnel and visitors (both internal and external lighting)

• Inspect to ensure all Facility windows, doors, walls are secured at all centers and work with facilities to remediate when necessary.

• Inspect to ensure all exits at all centers are properly marked, well lit, and accessible and work with facilities to remediate when necessary.

• Inspect to ensure Parking areas as well as pathways to and from it have adequate lighting to help keep employees safe when leaving and arriving and work with facilities to remediate when necessary.

• Ensure all centers are equipped with emergency lighting units that have a backup power supply such as a battery.

• Provide a detailed schematic for each center including the following:

• All entrances and exits

o   All video camera locations, (include all cameras, fake cameras, hidden cameras, night vision cameras, wireless cameras.

• Show all areas monitored by cameras

• All high security areas and clean rooms

• All security guard postings

• Any pressure mat sensors/proximity sensors/photoelectric sensors in diagram.

• Any closed-circuit sensors on windows

• Detail any areas that are raised floors, areas that are not the true ceiling, any area where people can hide like a fake ceiling or floor, or partitioned wall.

• Any panic bars

• Any concrete barricades

• All fire suppression systems and fire extinguishers, all sprinkler systems, and whether or not we have wet pipe system, a dry pipe system, or a pre-action system.

• Ensure that the facility is using proper signage labeling all exits so that employees can locate the exits during an emergency.

• Ensure that escape routes have been created in case of emergencies such as fire or flood.

• Ensure that escape plans are created and that you have communicated escape plans to all employees.

• Perform regular drills, such as fire drills, to test escape plans and the timeliness of all employees using the appropriate escape route.

• Test all security controls to ensure their effectiveness. For example, be sure to test fire alarms and fire extinguishers on a regular basis.

• Establish contingency plans for different scenarios (active shooter, hostage situation like a disgruntled spouse, or disgruntled employee, etc.) Plans must be submitted to the Security Operations Unit.

• Plans must be reviewed, approved and/or revised. Once approved, plans must be tested and added into the company DRBC plan.

• Maintain an inventory of all physical security devices. (such as fire suppression systems, fire extinguishers, camera systems, alarm systems, sensors, panic bars)

• Procure fencing quotes for highly secure locations, when necessary.

• Manage security guards, establish training curriculum for security guards, and ensure that all security guards are properly trained.

• Submit security accommodations and recommendations for all new center facilities; such as, but not limited to mantraps, lighting, security systems, camera systems, locks, guard postings, panic bars, sensors, biometrics, Proximity readers, Physical tokens, concrete barricades, etc.

• Maintain appropriate contacts with relevant law enforcement authorities for each center. Maintain Authorities Contact List and Escalation Process

• Maintain physical authentication systems (Badge, Biometrics, etc.) where applicable.

• Create a schematic/survey showing or flagging any areas that are a security concern for mitigation purposes. (It is important to control access to cabling with a protected distribution system (PDS). PDS is the controlling of physical access and monitoring of access to physical cabling. If someone can gain physical access to the cabling system, they can tap into the communication, so you want to ensure you control access to the cabling.)

• Provide physical access lists and logs to the Security Operations Unit.

• Maintain all environmental controls and optimal temperatures in cold rooms. Maintain all ventilation systems, HVAC systems(AC/Heating). Humidity levels should be monitored for all the cold rooms. Moisture needs to be controlled in the cold rooms.

• Emissions Security – Shielding Needs should be met for Emanations or emissions that can be intercepted and analyzed by receivers to uncover potential confidential and sensitive information. If applicable TEMPEST system, (a standard for securing a system from eavesdropping) should be maintained.

• EMI (electromagnetic interference) problems from lighting or motors, if any must be mitigated.

• Fire suppression systems and supplies must be maintained and inventoried. Sprinkler systems must be maintained.

• Maintain and audit badge access logs

• Security perimeter shall be defined and used to protect areas that contain either sensitive or critical information and information processing facilities.

• Physical entry controls - Secure areas shall be protected by appropriate entry controls to ensure that only authorized personnel are allowed access.

• Securing offices, rooms and facilities - Physical security for offices, rooms and facilities shall be designed and applied.

• Protecting against external and environmental threats - Physical protection against natural disaster, malicious attack or accidents shall be designed and applied.

• Procedures for working in secure areas shall be designed and applied.

• Access points such as delivery and loading areas and other points where unauthorized persons could enter the premises shall be controlled and, if possible, isolated from information processing facilities to avoid unauthorized access.

• Maintain all Security Camera Systems

• Business Continuity Log Checks for Back Up Power shall be maintained.

• Maintain Relationship with Third Party Security Firm for Security Guard deployment

• Maintain all alarms systems

• Maintain contracts with physical security vendors (Cameras, badge system, security guards, etc.)

• Maintain all Video Surveillance Cameras and submit all video surveillance logs into the proper security folders for the Security Operations Unit

• Maintain a log of all security incidents (such as theft, disgruntled employees, active shooter, etc.)

• Center planning – Take part in all center planning to ensure all security requirements are considered and/or met during planning of new centers.

Position Requirements

Formal Education & Certification

·         College Diploma or University degree in the field of cyber/physical security and/or 2 years’ equivalent work experience.

·         Certifications in Physical Security Administration, Law Enforcement, Security Awareness, Network and/or Systems Security is recommended but not a requirement for hiring.

Knowledge & Experience

Personal Attributes

·         Strong interpersonal, written, and oral communication skills.

·         Able to conduct research into security issues and products as required.

·         Ability to present ideas in user-friendly language.

·         Highly self-motivated and directed, with keen attention to detail.

·         Proven analytical and problem-solving abilities.

·         Able to effectively prioritize tasks in a high-pressure environment.

·         Strong customer service orientation.

·         Experience working in a team-oriented, collaborative environment.

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.

·         Ability to lift up to fifty pounds unassisted

·         Some travel may be required for the purpose of posting security awareness materials and/or auditing physical security in centers (Cameras, Signage, Badge Systems, Locks, HVAC, etc.).

Physical Security Manager

Job Description

Version 1

Title

Physical Security Manager

Reports to

Chief Security Officer

Description

On behalf of Etech, the Physical Security Manager will work to ensure that all aspects of physical security are continuously updated, fully functional, monitored, and maintained.

Managing the performance and job function of those assigned to physical security duties, as well as administering reviews relating to the physical security program.

Serves as a resource regarding matters of information security and reports the status of ongoing information security activities to the designated person(s).

Responsibilities

• Ensure creation of a secure environment for Etech Employees and Visitors.

• Ensure all clean rooms/server rooms are locked, ensure sign in sheets are utilized at all clean rooms and server rooms. A current list of access rights should be maintained, so that the security auditor can conduct an audit by comparing the access logs to the list of users who are authorized for access into the clean rooms.

• Ensure all HR offices have locks on them, including filing cabinets/drawers 

• Manage Incident logs for theft/loss of assets/snooping

• Work with facilities and inspect to ensure proper Lighting for the safety of all personnel and visitors (both internal and external lighting)

• Inspect to ensure all Facility windows, doors, walls are secured at all centers and work with facilities to remediate when necessary.

• Inspect to ensure all exits at all centers are properly marked, well lit, and accessible and work with facilities to remediate when necessary.

• Inspect to ensure Parking areas as well as pathways to and from it have adequate lighting to help keep employees safe when leaving and arriving and work with facilities to remediate when necessary.

• Ensure all centers are equipped with emergency lighting units that have a backup power supply such as a battery.

• Provide a detailed schematic for each center including the following:

• All entrances and exits

o   All video camera locations, (include all cameras, fake cameras, hidden cameras, night vision cameras, wireless cameras.

• Show all areas monitored by cameras

• All high security areas and clean rooms

• All security guard postings

• Any pressure mat sensors/proximity sensors/photoelectric sensors in diagram.

• Any closed-circuit sensors on windows

• Detail any areas that are raised floors, areas that are not the true ceiling, any area where people can hide like a fake ceiling or floor, or partitioned wall.

• Any panic bars

• Any concrete barricades

• All fire suppression systems and fire extinguishers, all sprinkler systems, and whether or not we have wet pipe system, a dry pipe system, or a pre-action system.

• Ensure that the facility is using proper signage labeling all exits so that employees can locate the exits during an emergency.

• Ensure that escape routes have been created in case of emergencies such as fire or flood.

• Ensure that escape plans are created and that you have communicated escape plans to all employees.

• Perform regular drills, such as fire drills, to test escape plans and the timeliness of all employees using the appropriate escape route.

• Test all security controls to ensure their effectiveness. For example, be sure to test fire alarms and fire extinguishers on a regular basis.

• Establish contingency plans for different scenarios (active shooter, hostage situation like a disgruntled spouse, or disgruntled employee, etc.) Plans must be submitted to the Security Operations Unit.

• Plans must be reviewed, approved and/or revised. Once approved, plans must be tested and added into the company DRBC plan.

• Maintain an inventory of all physical security devices. (such as fire suppression systems, fire extinguishers, camera systems, alarm systems, sensors, panic bars)

• Procure fencing quotes for highly secure locations, when necessary.

• Manage security guards, establish training curriculum for security guards, and ensure that all security guards are properly trained.

• Submit security accommodations and recommendations for all new center facilities; such as, but not limited to mantraps, lighting, security systems, camera systems, locks, guard postings, panic bars, sensors, biometrics, Proximity readers, Physical tokens, concrete barricades, etc.

• Maintain appropriate contacts with relevant law enforcement authorities for each center. Maintain Authorities Contact List and Escalation Process

• Maintain physical authentication systems (Badge, Biometrics, etc.) where applicable.

• Create a schematic/survey showing or flagging any areas that are a security concern for mitigation purposes. (It is important to control access to cabling with a protected distribution system (PDS). PDS is the controlling of physical access and monitoring of access to physical cabling. If someone can gain physical access to the cabling system, they can tap into the communication, so you want to ensure you control access to the cabling.)

• Provide physical access lists and logs to the Security Operations Unit.

• Maintain all environmental controls and optimal temperatures in cold rooms. Maintain all ventilation systems, HVAC systems(AC/Heating). Humidity levels should be monitored for all the cold rooms. Moisture needs to be controlled in the cold rooms.

• Emissions Security – Shielding Needs should be met for Emanations or emissions that can be intercepted and analyzed by receivers to uncover potential confidential and sensitive information. If applicable TEMPEST system, (a standard for securing a system from eavesdropping) should be maintained.

• EMI (electromagnetic interference) problems from lighting or motors, if any must be mitigated.

• Fire suppression systems and supplies must be maintained and inventoried. Sprinkler systems must be maintained.

• Maintain and audit badge access logs

• Security perimeter shall be defined and used to protect areas that contain either sensitive or critical information and information processing facilities.

• Physical entry controls - Secure areas shall be protected by appropriate entry controls to ensure that only authorized personnel are allowed access.

• Securing offices, rooms and facilities - Physical security for offices, rooms and facilities shall be designed and applied.

• Protecting against external and environmental threats - Physical protection against natural disaster, malicious attack or accidents shall be designed and applied.

• Procedures for working in secure areas shall be designed and applied.

• Access points such as delivery and loading areas and other points where unauthorized persons could enter the premises shall be controlled and, if possible, isolated from information processing facilities to avoid unauthorized access.

• Maintain all Security Camera Systems

• Business Continuity Log Checks for Back Up Power shall be maintained.

• Maintain Relationship with Third Party Security Firm for Security Guard deployment

• Maintain all alarms systems

• Maintain contracts with physical security vendors (Cameras, badge system, security guards, etc.)

• Maintain all Video Surveillance Cameras and submit all video surveillance logs into the proper security folders for the Security Operations Unit

• Maintain a log of all security incidents (such as theft, disgruntled employees, active shooter, etc.)

• Center planning – Take part in all center planning to ensure all security requirements are considered and/or met during planning of new centers.

Position Requirements

Formal Education & Certification

·         College Diploma or University degree in the field of cyber/physical security and/or 2 years’ equivalent work experience.

·         Certifications in Physical Security Administration, Law Enforcement, Security Awareness, Network and/or Systems Security is recommended but not a requirement for hiring.

Knowledge & Experience

Personal Attributes

·         Strong interpersonal, written, and oral communication skills.

·         Able to conduct research into security issues and products as required.

·         Ability to present ideas in user-friendly language.

·         Highly self-motivated and directed, with keen attention to detail.

·         Proven analytical and problem-solving abilities.

·         Able to effectively prioritize tasks in a high-pressure environment.

·         Strong customer service orientation.

·         Experience working in a team-oriented, collaborative environment.

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.

·         Ability to lift up to fifty pounds unassisted

·         Some travel may be required for the purpose of posting security awareness materials and/or auditing physical security in centers (Cameras, Signage, Badge Systems, Locks, HVAC, etc.).

 SUMMARY:

Position provides technical assistance and training to system users. Individual needs to have the availability of flexible hours.

 QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Needs to have the fundamental computer service skills and the ability to understand legal and technical manuals, as well as translate this information into Spanish. Communication and customer service skills are 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.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

 Knowledge of: Operating systems such as Windows, 7, 8, 8.1, 10; Software programs such as, Outlook, Various Browsers; Networking; and Basic computer hardware.

 Ability to: Provide technical assistance and training to system users; Communicate and work well with peers across departments; and Prioritize work. Follow documentation guidelines for ticketing.

 EDUCATION and/or EXPERIENCE:

Candidates should have an Associates Degree in Information Technology; or industry standard certifications such as A+, MCP, etc. or one to two years of customer service or technical support experience and/or training; or equivalent combination of education and experience.

 LANGUAGE SKILLS:

Candidates should be able to read common technical journals and legal documents.  Have the ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community in English and Spanish. Be able to effectively present information to top management, public groups, and/or boards of directors. Candidate should also be able to respond to written (email) communication in English and Spanish in collegiate or professionally correct grammar.

 REASONING ABILITY:

Ability to define problems, data, establishes facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions as assigned.

 CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver's license or other Government issued ID.

Additional Industry Standard Certifications 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 for up to 4 hours.  The employee frequently is required to use hands and reach with hands and arms; stoop, kneel, or crouch; and talk and hear.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 25 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 in inside environmental conditions.  The employee is occasionally exposed to moving mechanical parts; and risk of electrical shock.  The noise level in the work environment is usually moderate.

Summary

Administers Customer Relationship Management (CRM) applications by performing the following duties.

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and 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.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

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:

• 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.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 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.

Summary

Administers Customer Relationship Management (CRM) applications by performing the following duties.

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and 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.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

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:

• 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.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 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.

Summary

Administers Customer Relationship Management (CRM) applications by performing the following duties.

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and 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.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

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:

• 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.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 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.

Customer Service Specialist

Job Title: Customer Service Specialist

Department:  Operations

Reports To: Sales Coach

Location: Rusk 

Summary:

We're hiring Customer Service Specialists for our contact center operations in (Location). 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. 

SUMMARY

Keeps call center in clean and orderly condition 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 be assigned.

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.

Summary:  Customer Experience Specialist solicits order 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: Any stream 12th  Standard pass out / any stream Graduate / Post Graduate with 18 year’s age along with Excellent Oral & Written Communication skills can apply.

Summary:

We're hiring Customer Service Specialists for our contact center operations in (Location). 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?

Job Summary:

This position is responsible for providing service to the customer base of Spark Energy Electricity and Gas, and other potential organizations. These entities offer retail natural gas or electricity to residential and commercial customers across the country. Individual must excel in a dynamic, troth oriented, team environment. Spark Energy is committed to providing outstanding customer service, and this individual must personify this attitude.

Summary Of Essential Job Functions:

·         Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner

·         Research account status and identify account issues

·         Address billing inquiries and resolve billing disputes

·         Process disconnection and reconnection requests

·         Enroll customers and resolve enrollment issues

·         Provide price quotes to prospective customers

·         Follow up with customers to attain required account information

·         Initiate collection activity on past due accounts and process disconnection and reconnection requests

·         Respond to emailed customer inquiries with factually and grammatically correct written communications

·         Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role

·         Track performance against targets

·         Be responsible for handling all call types related to gas and electric commodities as well as large commercial/industrial customer inquiries

·         Demonstrate the ability to communicate with customers in writing for both chat and email communication as well as telephone interactions.

Minimum Requirements:

·         Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred

·         Bilingual (English/Spanish) strongly preferred

·         Must be flexible to work a variety of shifts between the hours of 7:00 AM – 7:00 PM Monday – Saturday (approximately 40 hours worked per week)

·         Previous sales experience required

·         Experience in natural gas retail market preferred

·         Experience in similar markets such as utilities, telecom, or cable preferred

·         High School diploma, GED, or equivalent math and English skills required

·         Outstanding phone etiquette and polished communication skills (written and verbal)

·         Excellent listening skills

·         Ability to maintain a calm demeanor when dealing with agitated customers

·         Attentive to detail and committed to high quality customer service

·         Strong quantitative, analytical, and problem solving skills

·         Willingness to identify problems and suggest process improvements

·         Proficiency in Windows environment and MS Word and Excel applications

·         Solid data entry skills

Job Title: Customer Service Agent

Department: Operations

Reports To: Team Leader

Location: West Palm Beach, FL

Summary:

We're hiring Customer Service Agents for our contact center operations in West Palm Beach, FL. Etech is a contact center company and our people are the backbone of our business. When customers call us, our agents answer the phone, make connections, answer questions, solve problems, and get people happily on their way.

The Customer Service Agent should be patient, empathetic, and passionately communicative. The agents should put themselves in our customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and you can gather that for us.

Are you ready to be successful, advance your career, make friends, and do meaningful work that makes a difference to people? Join our global team and fuel your passion for work and life.

As a Customer Service Agent, you'll:

• Work in our call center, wear a headset and talk to customers who call you over the phone. Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.
• Provide quality service to customers through a thorough knowledge of products and services. We're here to help them.
• Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions
• 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.
• Enter data into computer database system.
• Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• 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.

When you join Etech, we will:

• Instantly make you part of our global family of diverse people focused on making really good customer experiences happen.
• Start you off with an hourly pay, above the minimum wage.
• Give you ways to earn more every single month through bonus and incentives.
• Show you a clear path and provide the tools you need to earn more responsibilities and promotions.
• Offer you the benefits you'd expect, plus some surprise perks you'll appreciate.
• 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.
• Have a high school diploma or GED.
• Are legally eligible to work in the United States.
• Strong computer navigation skills and PC Knowledge.
• Are adaptable to changing situations.
• Have a naturally positive attitude.
• Pass a drug test and criminal background check.
• Courteous with strong customer service orientation.
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high production work environment 

Kick-Start an Amazing Career Today!

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 50 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:

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 German/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.

Telephone Customer Service Agents assist customers with non-sales related issues. 

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.

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, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

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 regularly required to sit; use hands to finger, handle, or feel; and talk and hear.  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.

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.

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 stakeholders.

·            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 background check.

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 include the following. Other duties may be assigned.

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 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 talk and hear.  The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; 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 inside environmental conditions.  The noise level in the work environment is usually moderate.

Summary:

The VDI (Virtual Desktop Infrastructure) Senior Systems Administrator shall assist with administration, implementation, and configuration for the following VDI solution to include but are not limited to VMWare, Storage, Active Directory, Exchange, Virtual Desktop Infrastructure and Capacity Optimization. Candidates for the position require strong analytical and problem-solving skills, and must be knowledgeable about implementing VDI infrastructure practices to optimize, transform, and ensure the customer’s compliant, efficient, and effective use of the resources. The VDI Administrator will administer and deliver end-to-end automated solutions that include the technical implementation of Information Technology Infrastructure Library (ITIL) processes, workflow customization, virtual infrastructure, storage infrastructure, resource optimization, and system configurations.

Education:

Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications:

• 3-5 years of directly related experience in systems administration and analysis .
• 3-5 Years’ experience in administering Windows 2012/2016 Server and Active Directory.
• Responsible for Root cause analysis
• Responsible for Resolving Escalated issue.
• Will have to report the daily issues handled / escalated in the form of Daily reports.
• Knowledge on ESX servers from command line
• Knowledge of Citrix server, Xenapp, XenDesktop.
• Monitoring and Performance analysis on VDI Servers and VMs
• Patching of severs and VMs
• Ability to work with VSPHERE / VDI Consolidated Backup / Virtual machine backups
• Hands on experience on Citrix VDI solution
• VMware Certified Professional (VCP) in Data Center Virtualization (DCV) and/or Desktop and Mobility (DTM) are desired.

Outbound Telephone Sales Representatives solicit orders for products or services over the telephone 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 be assigned.

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, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

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 regularly required to sit; use hands to finger, handle, or feel; and talk and hear.  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.

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.

Outbound Telephone Sales Representatives solicit orders for products or services over the telephone 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 be assigned.

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, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

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 regularly required to sit; use hands to finger, handle, or feel; and talk and hear.  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.

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.

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.

Telephone Customer Service Agents assist customers with non-sales related issues. 

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.

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, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

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 regularly required to sit; use hands to finger, handle, or feel; and talk and hear.  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.

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.

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 50 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

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 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

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

Telephone Customer Service Agents assist customers with non-sales related issues. 

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.

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, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

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 regularly required to sit; use hands to finger, handle, or feel; and talk and hear.  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.

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.

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 50 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 $13.00/hr
• Shift pays $14/hr, $14 on weekends