ATS

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.).

Job Title:	Helpdesk Representative 1 - bilingual
Location:	Lufkin
Department:	Operations
Reports To:	Assistant Sales Coach
FLSA Status:	Non-Exempt
Pay Grade:	$12.00 Per Hour ($11.00 probationary)

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.

1	Enters commands and observes system functions to verify correct system operation.
2	Carries out quality control based on instructions from Helpdesk Manager, Assistant Helpdesk Supervisor and level two Representatives concerning systems operation and diagnoses system hardware, software, and operator problems.
3	Instructs users in use of equipment, software, and manuals.
4	Recommends or performs minor remedial actions to correct problems.
5	Reports issues that arise to level two Representative or Assistant Helpdesk Supervisor.
6	Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
7	Escalates to second tier support and CRIS Support team as needed.

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.

*Position is based in India and requires travel between U.S. and India with primary work location in India.

SUMMARY:

Facilitates, presents, writes and develops leadership training curriculum that will deliver high quality training experience; works with center leaders to identify development needs and furnishes appropriate training courses to meet those needs for team members and center leadership.

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.

Formulates training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services.
Selects appropriate instructional procedures or methods such as individual training, group instruction, self study, lectures, demonstrations, simulation exercises, role play, and computer-based training.
Presents and facilitates leadership development programs in various formats including but not limited to face to face, via video conference, and online learning
May direct the work of other support staff, as applicable
Organizes and develops training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.
Actively works within the online training application, including building online curriculum and courses, to create an engaging and effective learning environment online
Developing and facilitating performance-related interventions for company leaders and business units.
Researches and selects outside consultants and trainers to conduct training in specific topics.
Partnering with senior management and departmental staff to conduct needs analysis.
Coordinates established training courses with outside training materials.
Screens, tests, counsels, and recommends team members for participation in internal or external educational and training programs.
Provides input for RFP’s to retain new clients.
Communicating to internal management on metrics/evaluation results.
Researches new training techniques in order to continually improve training curriculums.
Ensures training resources are adequate to meet center needs.
Analyzing feedback reports and facilitates 360 degree feedback sessions.
Represents employer during community projects and at public, social, and business gatherings.
Performing independent assessments and provide performance-related diagnosis/solutions
Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
Compiles data and analyzes past and current year training requirements to prepare budgets and justify funds requested. Provides regular reports as needed.
Conducts needs analysis studies and confers with leaders to determine training needs.
Build strong relationships with center leaders.
Act as a role model at all times, adhere to high ethical standards.
Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
Be flexible in an environment by championing and embracing change.

Knowledge of:

Campaign products, features and benefits for applicable campaigns, Computer programs including Word, Excel, Power Point, Outlook, Moodle, Prezy, VNS, NT; Training and sales techniques; Planning, organizing and direction of training curriculum. Company policies and procedures as outlined in Employee handbook.

Ability to:

Model effective classroom leadership style while demonstrating methods to reach multiple levels of learners; Exemplary platform skills; Manage multiple priorities; research using the internet, industry periodicals and libraries for new training techniques; check for understanding and re-teach information; Establish and maintain effective relationships with peers across intra-company departments; Train, supervise and evaluate staff performance. Multi-task, organize and prioritize changing work schedule to meet needs of department; Effectively communicate both orally and in written form to positively promote Etech; Public speaking; travel overnight occasionally for training classes, professional development and/or recruiting functions.

EDUCATION and/or EXPERIENCE:

Bachelor’s Degree from four-year college or university and two to four years related experience and/or training; or equivalent combination of education and experience. At least three years of teaching experience is preferred. At least 4 years of management/leadership experience with a proven track record of effective performance management and team building. Previous call center experience is a plus.

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in analyzes training techniques and product information.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ 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 regularly required to sit; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

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

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

Job Title:

System Administrator I – Palm Beach Location

Department:

IT

Reports To:

IT Manager

FLSA Status:

Exempt

Salary Grade:

SN2

SUMMARY: The System Administrator’s role is to manage and tune in-house computer software systems and network connections to ensure high levels of availability and security of the supported business applications. This individual also participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements. Frequent travel between several locations in Palm Beach is essential.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Strategy & Planning

· Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.

Acquisition & Deployment

· Coordinate with network engineering, business application, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives.

· Deploy workstations, servers, printers, scanners, firewalls, encryption systems, and all host security systems.

Operational Management

· Manage all operating systems and end-user software.

· Manage communications and connection solutions, including workstation connectivity,

· local area networks, local email connectivity, intranet, and Internet applications.

· Ensure the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best practices regarding privacy, security, and regulatory compliance.

· Manage input/output fleet, including printers and scanners.

· Work with other technical teams to manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.

· Perform network and security audits.

· Perform and test routine system backups and restores.

· Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on servers, input/output fleet, and workstations. Escalate incidents as necessary.

· Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.

· Support application development teams throughout project lifecycles.

· Analyze system, server, application, network, and input/output device performance.

· Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases.

· Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts.

· Participate in negotiations with vendors, outsourcers, and contractors to secure software products and services.

· Manage and/or provide guidance to junior members of the team.

Work Conditions

· 40-hour on-site work week with on-call availability.

· Frequent travel within the city is required.

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

· Occasional inspection of cables in floors and ceilings.

· Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Title: System Administrator I

Location: Palm Beach

Reports to: I.T. Manager

SUMMARY: The System Administrator’s role is to manage and tune in-house computer software systems and network connections to ensure high levels of availability and security of the supported business applications. This individual also participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements. Frequent travel between several locations in Palm Beach is essential.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Strategy & Planning

* Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.

Acquisition & Deployment

* Coordinate with network engineering, business application, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives.

* Deploy workstations, servers, printers, scanners, firewalls, encryption systems, and all host security systems.

Operational Management

* Manage all operating systems and end-user software.

* Manage communications and connection solutions, including workstation connectivity,

* local area networks, local email connectivity, intranet, and Internet applications.

* Ensure the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best practices regarding privacy, security, and regulatory compliance.

* Manage input/output fleet, including printers and scanners.

* Work with other technical teams to manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.

* Perform network and security audits.

* Perform and test routine system backups and restores.

* Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on servers, input/output fleet, and workstations. Escalate incidents as necessary.

* Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.

* Support application development teams throughout project lifecycles.

* Analyze system, server, application, network, and input/output device performance.

* Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases.

* Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts.

* Participate in negotiations with vendors, outsourcers, and contractors to secure software products and services.

* Manage and/or provide guidance to junior members of the team.

Work Conditions

* 40-hour on-site work week with on-call availability.

* Frequent travel within the city is required.

* Sitting for extended periods of time.

* Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

* Occasional inspection of cables in floors and ceilings.

* Lifting and transporting of moderately heavy objects, such as computers and peripherals.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Knowledge of:

Operating systems such as Windows 7; 2000, NT, XP; Software programs such as VNS, NT, Outlook, Excel, Word, Power Point; Networking; and Basic computer hardware.

Company policies and procedures as outlined in the Employee handbook.

Ability to:

Perform the job duties of desktop support technician in addition to developing Network and Database administration skills; multi-task and reprioritize job duties as needed; Re-image workstations as needed for program changes and system updates; Provide technical assistance and training to system users; Install, modify, and make minor repairs to personal computer hardware and software systems; Communicate and work well with peers across departments; and Prioritize work.

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

Ability to read, analyze, and interprets 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 work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collects 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 regularly required to sit. The employee frequently is required to use hands to handle, or feel; 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; high, precarious places; and risk of electrical shock. The noise level in the work environment is usually moderate.

Job Title:	Payroll Coordinator I
Department:	Human Resources
Reports to:	Leader of Payroll
FLSA Status:	Non-Exempt/Hourly Support
Salary Grade:	Hourly

SUMMARY:

Compiles payroll data to maintain payroll records 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. Must be able to perform all the duties of the Payroll Clerk and must pass the Excel test with 80% or higher score. 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.

1	Act as a backup for processing employee personal information updates, and W4 changes. Processes and e-mails the Webclock missing punch report, updates missing punches as needed.
2	Accurately updates and maintains employee’s data in Effective Reports, Timberline, and AID systems – specifically processes ECF’s as assigned, including updating Timberline & AID with pay rates, occupation, job code, termination, suspension/return, LOA/return, and schedule change.
3	Act as a backup for processing employment verifications by corresponding with local housing and government offices via phone and paper, including TWC for wage verification purposes, and Workers Comp claims.
4	Processes direct deposit and financial institution information updates. Processes Global Cash Card applications; review/approve name mismatches, invalid cards, and high dollar deposits and ACH returns.
5	Coordinates with reporting for Itrack tickets.
6	Processes one-time benefits deductions and garnishments for the biweekly payroll.
7	Establishes and follows a triple-check process for accuracy when administering payroll duties including calculating and explaining the OT using blended rate method.
8	Build and load new hire files, update custom sorts and be able to manually enter an employee into Timberline.
9	Prepare periodic payroll reports as assigned including the pending PCI report, TL vs AID audit, and the AID active not paid report.
10	Reviews late ECF’s, payroll recons and exception time.
11	Verifies name, DOB, and gender with Social Security Administration weekly for all new hires.
12	Print direct deposit letters and prepare check number report for Wells Fargo.
13	Processes new hire data including loading to Attorney’s General office for all US companies.
14	Acts as a role model at all times and adheres to high ethical standards while maintaining a flexible work environment, builds strong relationships with leadership team and peers.
15	Other duties assigned.

Job Title:	Quality Assurance Coach
Department:	Etech Insights
Reports To:	Quality Assurance Leader
FLSA Status:	Non-exempt

SUMMARY:

The QA coach will directly coach Sales Representatives and Quality Assurance Representatives by monitoring calls from sales teams and providing feedback to drive quality for assigned project.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Monitors, dispositions, scores and provides feedback on calls launched by sales teams.

2. Listens for script adherence, required elements of call, and proper dispositions.

3. Attend Calibration session when needed.

4. Builds strong relationships with Sales leaders, Mentors, QA and peers.

5. Be open and responsive to consistent coaching.

6. Acts as a role model at all times, adhere to high ethical standards.

7. Takes responsibility and initiative to develop core skills and competencies being involved in every facet of personal development.

8. Sets expectations and leads team to achieve performance goals as established by leadership.

9. Coaches and develops QA Representatives to achieve performance objectives.

10. Administers Performance Management Process as needed to develop agent performance and behavior

11. Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines

12. Provides supporting documentation to leadership team as needed in regards to corrective or disciplinary counseling

13. Responsible for periodic evaluations on all team members.

14. Exhibits teamwork by building strong relationships with peers, superiors, and team members.

15. Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting.

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.

Account Leader Job Description

Job Title Account Leader

Department Operations

Reports To Site Leader

FLSA Status Exempt

Account Leader Requirements

May be responsible for 5,000 or more hours and/or manage multiple programs (6 or more

depending on the program complexity).

SUMMARY:

Manages sales activities of assigned programs and campaigns by performing the following duties

personally or through subordinate supervisors.

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.

1. Assigns Sales Coaches to work as leads for campaigns; oversees direction of all

Sales Coaches, Assistant Sales Coaches respective campaigns and programs.

2. Develops and implements strategic sales plans to accommodate corporate goals.

3. Directs sales forecasting activities and sets performance goals accordingly.

4. Works closely with Vendor manager (client) to review market analyses in

determining customer needs, price schedules, and discount rates.

5. Directs staffing, training, and performance evaluations to develop and control sales

program.

6. Directs channel development activity and coordinates sales distribution by analyzing

call distribution, hours/call commitments with customer, and current staffing.

7. Works as a Trusted Advisor to the client

8. Assigns sales campaigns to sales coaches.

9. Analyzes sales statistics to formulate policy and assist dealers in promoting sales.

10. Directs product simplification and standardization to eliminate unprofitable items

from sales line.

11. May represent company at trade association meetings to promote product.

12. Delivers sales presentations to key clients in coordination with CEO, VP of

Operations, or Program Implementation Director.

13. Meets with key clients, maintaining relationships and negotiating and closing deals.

14. Coordinates liaison between ops department and other internal units such as training,

recruiting, HR, program implementation, and IT.

15. Analyzes and controls expenditures of division to conform to budgetary.

requirements.

16. Assists other departments within organization to prepare manuals and technical

publications.

17. Prepares periodic sales report showing sales volume, potential sales, and areas of

proposed client base expansion.

18. Monitors and evaluates the activities and products of the competition.

19. Recommends or approves budget, expenditures, and appropriations for employee

incentives and contests.

20. Build strong relationships with Sales Coaches and senior management staff.

21. Be open and responsive to consistent coaching; take an active role in performance

planning and goal setting.

22. Act as a role model at all times, adhere to high ethical standards.

23. Take responsibility and initiative to develop core skills and competencies by being

involved in every facet of personal development.

24. Be flexible in an environment by championing and embracing change.

SUPERVISORY RESPONSIBILITIES:

Manages subordinate supervisors who supervise a total of 30-600 employees in the Operations

Department. Is responsible for the overall direction, coordination, and evaluation of this unit.

Carries out supervisory responsibilities in accordance with the organization's policies and

applicable laws. Responsibilities include interviewing, hiring, and directing training of

employees; planning, assigning, and directing work; appraising performance; rewarding and

disciplining employees; addressing complaints and resolving problems.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company

policies and procedures as outlined in Employee handbook; Computer programs including Word,

Excel, Power Point and Outlook.

Ability to:

Establish and maintain effective relationships with sales coaches and team members, effectively

monitor, and evaluate job performance and coach and develop sales coaches and team members

as needed; develop and maintain relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required. Bachelor's degree from a four-year college or university

preferred; or one to two years related experience and/or training.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common industry and technical journals, financial reports,

and legal documents. Ability to respond to common inquiries or complaints from customers,

regulatory agencies, or members of the business community. Ability to write speeches and

articles for publication that conform to prescribed style and format. Ability to effectively present

information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

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

and percentages.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to

interpret an extensive variety of technical instructions in mathematical or diagram form and deal

with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

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

PHYSICAL DEMANDS: The physical demands described here are representative of those that

must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.

The employee is occasionally required to stand, walk, and reach with hands and arms.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities

required by this job include close vision.

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.

Job Title:	Human Resources Manager
Department:	Human Resources
Reports To:	Vice President of Human Resources/Director of Human Resources
Location:	Rusk

SUMMARY

Plans and administers policies relating to all phases of human resources activity including onboarding new employees and records management: Successfully investigates and resolves employee relations issues; Coordinates center-wide and community activities. All of this is done by performing the following duties personally or through subordinates.

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.

1. Consults with management to prepare employee policies, procedures and practices

2. Identifies legal requirements and government reporting regulations affecting human resources functions and ensures policies, procedures, and reporting are in compliance

3. Maintains a safe and secure working environment for all employees by working with the crisis management team and the company and center leaders

4. Responsible for making sure the crisis management team in the center meets on a regular basis, undergoes annual training and is aware of all changes to safety processes and procedures

5. Assists the Safety Manager with conducting evacuation drills and audits on safety procedures

6. Plans and conducts new employee orientation to foster knowledge, compliance and positive attitude toward company goals; Prepares and uses required electronic and printed materials

7. Monitors and maintains employee records, including personnel files in soft and hard copy, new hire paperwork and processes, and records correction using consistent and uniform processes; Directs archival and retrieval of archived records including document descriptions and reference aids; Directs disposition of worthless/outdated materials in compliance with applicable laws.

8. Keeps records of promotions, performance reviews, and terminations, and employee statistics for government reporting

9. Handles employee relations concerns; Conducts investigations and mediation/arbitration; Advises management on appropriate resolution; Conducts focus groups and oversees Winning Culture Survey teams.

10. Administers criminal background policies and procedure, as well as drug screenings consistently and according to established procedures

11. Coordinates management training in interviewing, hiring, terminations, promotions, performance review, safety, and harassment prevention; Collaborates with the LD&E team on programs such as Aspiring Leader and New Leader Assimilation

12. Reviews, advises, and follow up with management on performance management issues and disciplinary documentation, insuring accuracy and compliance with company policy

13. Responds to inquiries regarding policies, procedures, and programs

14. Administers performance review program to ensure effectiveness, compliance, and equity within organization

15. Prepares employee separation notices and related documentation, and conducts exit interviews to determine reasons behind separations

16. Coordinates planning and conducting center and community service activities including publicity, logistical details, pictures, and newsletter articles

17. Represents organization at personnel-related hearings and investigations

18. Builds strong relationships with HR Director, HR team, team leaders and senior management

19. Is open and responsive to consistent coaching, take an active role in performance planning and goal setting

20. Acts as a role model at all times, adhere to high ethical standards

21. Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

22. Is flexible in an environment by championing and embracing change

23. Responsible for training aspiring manager program, sexual harassment prevention programs, winning culture meetings, and related programs

SUPERVISORY RESPONSIBILITIES

Directly supervises employees in the Human Resources Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Knowledge of:

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

Ability to:

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

EDUCATION and/or EXPERIENCE

Bachelor’s degree preferred; or four to ten years related experience and/or training, or equivalent combination of education and experience. Previous HR experience required. Current applicable HR certification strongly preferred or current enrollment in a study program for HR certification preferred.

LANGUAGE SKILLS

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

MATHEMATICAL SKILLS

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

REASONING ABILITY

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license.

Certified in Employee Law, Professional Human Resources or Senior Professional Human Resources, or SHRM-CP 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 talk or hear. The employee frequently is required to stand; sit; and use hands to finger, handle, or feel. The employee is occasionally required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 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: 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.

Do you enjoy networking and going to social events with other professionals? Do you like helping find their ideal job? Do you wake up every morning with a smile because you enjoy doing positive things for others?

Are you a self motivated and driven? Are you a social butterfly who thrives on interaction with others? Are you hungry and passionate to make a difference?

If you answered yes to the questions above, then our vacant Recruiter position is the perfect fit for you! Our Assistant Director of Recruitment seeks to onboard a Recruiter for our growing contact center in Dallas, Texas immediately!

Qualifications:

Establish focused recruiting plans for assigned center (weekly)
Develop hiring strategies and outreach programs that will result in a sustainable talent pipeline
Asses position requirements and appropriately match candidates to client needs
Build strong relationships with Operation Sales Leaders, Recruiting Department and Operations Director for assigned center
Ensure daily/weekly reports are completed by deadlines
Be open and responsive to consistent coaching, take an active role in performance planning and goal setting
Utilize Internet online recruiting sources to identify current trends and strategies in Call Center recruiting and recruit candidates for Operations (non-leadership) positions in assigned center
Develop thorough understanding and knowledge of local labor market and creates strategy for branding Etech within qualified pool of applicants
Proactively seek new avenues to attract candidates
Flexibility on work hours-Some nights and/or weekends will be required
Ability to travel between assigned centers weekly or within assigned territory 50% of the time
Fill in as needed to support other locations
Act as a role model at all times
Coordinate participation, set up display, and work at job fairs, career fairs, and other recruiting events.
Develop and maintain contacts with schools, alumni groups, and other public organizations to find and attract applicants
Build relationships with media to know sources for advertising
Represent employer during community projects and at public, social, and business gatherings
Make public presentations at schools, organizations, and job fairs regarding the organization and opportunities
Work with Recruiting Team to utilize existing volunteer team members for recruiting events

Requirements:

HS Diploma or GED
Industry relevant training or relevant Job experience
Strong oral communication and written skills
Established social platform with large following (FB, Instagram, Snap Chat, Twitter, etc)
Ability to multitask with a high level of detail
Proactivity and ability to work efficiently and independently
Desire for continuous development and have the passion to learn
High attention to detail and strong organizational skills
Strong technical skills in google applications, MS Office, Mac, etc
Interpersonally savvy and thrives off delighting people/customers

Perks:

Tuition Reimbursement (We invest in your future!)
401K
Dental
Medical
Vision
Daycare Reimbursement
Opportunities for growth (Over 90% of our promotions stem from internal sources!)

Summary : Real-time Analyst - Is responsible for supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

· Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor.

· Sends day-end reports to management team

· Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any

· Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.

· Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.

· Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).

· Assigning schedules for all reps.

· Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.

· Identify OCR's/leaders on any violation of the code of conduct and non-adherence to the schedule.

· Build strong relationships with Team Leader, and team members.

· Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.

· Act as a role model at all times, adhere to high ethical standards.

· Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.

· Be flexible in an environment by championing and embracing change.

Ability to: Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments

Knowledge of: 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.

This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in the workload or technological developments).

Etech, the leading provider of customer engagement solutions for many of the world's trusted brands, is seeking a Recruiting Intern to being immediately! We are looking for a social butterfly to support our growing and energetic Recruiting Team.! If you are self motivated, highly organized and extremely proactive-this vacancy is the perfect match for your resume!

What You Will Be Doing:

Support in the recruiting process
Assist in scheduling and coordinating onsite interviews
Support Recruiting team with various tasks including data entry
Scan, file and archive paperwork
Run Recruiting errands as needed
Assist with special projects and research
Work proactively with other Recruiting Team Members
Prioritize activities for the best interest of the team when working on multiple projects
Handle employee requests and deliver quality solutions when able, or escalate request to a more senior team member
Use current social platforms to assist with creating a consistent pipeline of talent
Provide top notch end to end candidate experience
Assist in managing third party vendor relationships
Assist the Recruiter with communication with applicants/candidates and is responsbile for staying in touch with job applicants
Assist with the management of job postings on career sites and external job boards
Assists the Leader of Recruiting by sourcing candidates, scheduling interviews, whether onsite, via phone or video conference

Requirements:

HS Diploma or GED
Industry relevant training or relevant Job experience
Strong oral communication and written skills
Established social platform with large following (FB, Instagram, Snap Chat, Twitter, etc)
Ability to multitask with a high level of detail
Proactivity and ability to work efficiently and independently
Desire for continuous development and have the passion to learn
High attention to detail and strong organizational skills
Strong technical skills in google applications, MS Office, Mac, etc
Interpersonally savvy and thrives off delighting people/customers

Perks:

Tuition Reimbursement (We invest in your future!)
401K
Dental
Medical
Vision
Daycare Reimbursement
Opportunities for growth (Over 90% of our promotions stem from internal sources!)

Etech, the leading provider of customer engagement solutions for many of the world's trusted brands, is seeking a Recruiting Intern to being immediately! We are looking for a social butterfly to support our growing and energetic Recruiting Team.! If you are self motivated, highly organized and extremely proactive-this vacancy is the perfect match for your resume!

What You Will Be Doing:

Support in the recruiting process
Assist in scheduling and coordinating onsite interviews
Support Recruiting team with various tasks including data entry
Scan, file and archive paperwork
Run Recruiting errands as needed
Assist with special projects and research
Work proactively with other Recruiting Team Members
Prioritize activities for the best interest of the team when working on multiple projects
Handle employee requests and deliver quality solutions when able, or escalate request to a more senior team member
Use current social platforms to assist with creating a consistent pipeline of talent
Provide top notch end to end candidate experience
Assist in managing third party vendor relationships
Assist the Recruiter with communication with applicants/candidates and is responsbile for staying in touch with job applicants
Assist with the management of job postings on career sites and external job boards
Assists the Leader of Recruiting by sourcing candidates, scheduling interviews, whether onsite, via phone or video conference

Requirements:

HS Diploma or GED
Industry relevant training or relevant Job experience
Strong oral communication and written skills
Established social platform with large following (FB, Instagram, Snap Chat, Twitter, etc)
Ability to multitask with a high level of detail
Proactivity and ability to work efficiently and independently
Desire for continuous development and have the passion to learn
High attention to detail and strong organizational skills
Strong technical skills in google applications, MS Office, Mac, etc
Interpersonally savvy and thrives off delighting people/customers

Perks:

Tuition Reimbursement (We invest in your future!)
401K
Dental
Medical
Vision
Daycare Reimbursement
Opportunities for growth (Over 90% of our promotions stem from internal sources!)

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 Title	:	Customer Service Representative
Location	:	Montego Bay

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: Site Director

Department: Operations

Reports To: AVP

Location: Jamaica

Why Etech Global Services?

Great experiences don’t happen by chance. At Etech, we have an engaging work environment that allows our team members to grow. Etech is a servant leadership organization that believes in making a remarkable difference for our people, our customers, and within our communities. We have a fun and rewarding culture that performs best where everyone feels appreciated and valued. Don’t gamble with your career, because with Etech it’s a sure WIN. A world of opportunity is waiting. Let’s get started!

Job Synopsis:

At Etech, our people make the difference, which is why we are so committed to creating a winning culture. As a Site Director, you will be leading by example and create high sense of engagement, to help solve tough performance challenges that impact our people and customers. You need to convey your passion and be a culture warrior who is adaptable to different and sudden changes and have a practical mindset to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

A Day in The Life of Etech Site Director Includes:

· You will be responsible for leading between 200-250 seats

· Maintain high customer satisfaction ratings that meet company standards

· Be a strategic thinker, who is not afraid to disrupt and challenge Business As Usual (BAU) to drive positive change

· Understands the importance of creating a support system for our team that will equip & reward them for success today, as well as ensure they are well prepared for the opportunities of tomorrow

· Plan day-to-day operations strategically and creates a support system for our people that equips and rewards them for success

· Maintain regular client contact, solve complex issues, and anticipate and plan for the challenges involved in the business

· Plan, assign and delegate work as well as appraise performance; reward and discipline team members; address complaints and resolve issues

· Read, analyze, and interpret common professional and technical journals, financial reports, and legal documents

· Define problems, collects data, establish facts, and draw valid conclusions

· Maintain, develop and report pertinent operational statistics, financial management information, and results

· Establish and maintain productive, professional relations with all the team members

· Responsible for the overall direction, coordination, and evaluation of assigned department personnel

· Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws

· Ensure business strategies are aligned with organization and client’s objectives and expectations

· Proactively seek out improvement opportunities and build a strong client relationship

· Proactively assesses, clarifies, and validates customer needs on an ongoing basis

· Provide continual communication to enhance service effectiveness in dealing with critical issues

· Assists in the design and planning of organization’s growth strategies, implementation of the necessary programs, and communication of the best practices to the team

· Coordinates weekly meeting with cross-functional departments to ensure partnership and alignment on goals and tactics for the center

What You Need:

· Organizational and Leadership Skills with Problem Solving Ability

· Process Improvement

· People Management Skills

· Managing Processes/Programs

· Strong mentoring and relationship building skills

· Outstanding communication and interpersonal skills

· Strong Reasoning Capabilities

Qualifications:

· Create a winning culture for our people, our customers and within our communities

· Minimum of 5 years experience in a Call / Contact Center Environment

· Proficient in the use of Outlook, Excel, PowerPoint, (Microsoft Office Products)

· Exceptional ability to develop and manage results-oriented processes

· Bachelor’s degree or higher

Work Hard, Play Hard! APPLY NOW!

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

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:

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

Job Title	:	German Language Expert
Department	:	Etech Insights (EI)
Reports To	:	Asst. QA Lead / QA Lead
Location	:	Gandhinagar

Summary:

The EI department seeks a Quality Analyst (QA) to review customer interactions (calls, chats, and emails) and complete quality assessments for designated campaigns to ensure good customer service, and adherence to the policies and procedures per the pre-defined guidelines of the campaign.

The person will work closely with QA Leads as well as Operations/Client contacts to provide feedback on opportunity areas, make recommendations on areas that may need new, ongoing or remedial training. In addition, they will need to capture VOC (voice of the customer) and provide BI (Business Intelligence) inputs. A significant part of this job includes reviewing and completing quality audits for assigned campaigns (clients).

Essential Responsibilities:

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

Core Competencies/Skill Set:

Good oral & written 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.

Share your Resume to - RecruitmentGandhinagar@etechtexas.com

Subject Line: Application for German Language Expert

This technical opening is for Etech Technology Solutions, a group company of Etech Global Services. Etech provides software development services and product development solutions to the companies globally.

Job Title	:	Lead UI UX Designer
Department	:	ETS
Reports To	:	Product Development Manager
Location	:	Gandhinagar

Role Summary:

The ideal candidate will collaborate with a cross-functional agile team, including designers, developers and product leaders to ensure our product user experiences to be consistent and appealing. Ultimately, you will design an aesthetically-pleasing web and mobile solutions that add value to the products and client engagement.

Bridging the gap between graphical design and technical implementation, taking an active role on both sides and defining how the application looks as well as how it works for better user experience.

Job Description:

Lead the design & technical architecture of UI/UX framework.
Work closely with business analyst team, product leads for discussions on product feature requirement.
Work with a team of design engineers / designers towards common project goals.
Develop interactive mockups and prototypes to demonstrate proposed interactions.
Build reusable code and libraries for future use.
Optimize application for maximum speed and scalability with considering aesthetics.
Lead and contribute design team for betterment of process.
Driving user experience for software projects, including design and implementation and delivery/deployment.
Create engaging, easy-to-use design solutions that address complex business and user needs for both Web and mobile platforms.
Diagnosing, troubleshooting and remediating UI/UX-related issues in production.

Responsibilities:

Translate user behavior and research into actionable user experience and interface.
Take a user-centered design approach and rapidly test and iterate your designs.
Strategically create new features and functionality based on user stories and behavior.
Build reusable responsive data visualization components.
Participates in the full SDLC/Agile cycle engagements, including meetings, iterative development, estimations and design sessions.
To develop and implement UI/UX best practices.
Identify design problems and devise elegant solutions.
Proactive troubleshooting and be able to identify and hone in on potential problem areas.
Proactively seeking opportunities to apply new technologies to the design solution to solve business problems.
Ensure that the code meets the required development standards and is optimized for Performance.

Skills:

Proficient in xHTML, CSS3, HTML5, Javascript, Jquery, Photoshop.
Portfolio of your experience in UI/UX-focused work for web and mobile applications (UX artifacts: proposals, mind maps, usability testing analysis; UI design)
Understanding of server-side CSS pre-processing platforms, such as LESS and SASS.
Understanding of advanced JavaScript libraries and frameworks.
Good understanding of asynchronous request handling, partial page updates, and AJAX.
Hands-on UI development in various projects.
Great attention to details.
Extensive experience in using UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design.
Experienced integrating 3rd party products and APIs
Familiarity with Responsive Web Design (RWD) techniques and tools.
Proficiency with design tools and technologies (Adobe Creative Suite including, Sketch, Illustrator, Fireworks, as well as Style Guides and Typography) will be an edge.

Personal Attributes:

Good team player
Self-motivated and enthusiastic
Ensures quality of deliverables
Be open to receiving feedback and constructive criticism.
Be passionate about all things of UX and other areas of design and innovation.
A “can do” attitude
Innovative & creative
Integrity and honesty
Passionate about service
Strong analytical skills

Educational Qualification:

Any graduate with 2 to 5 Years of UI UX experience.

Share your Resume to - RecruitmentGandhinagar@etechtexas.com

Subject Line: Application for Lead UI UX Designer

This technical opening is for Etech Technology Solutions, a group company of Etech Global Services. Etech provides software development services and product development solutions to the companies globally.

Job Title	:	Machine Learning Developer
Department	:	ETS
Reports To	:	Product Development Manager
Location	:	Gandhinagar

Role Summary:

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

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

Job Description:

Leading the exposure towards NLP Packages (Any Core NLP / Open NLP)
Implementing feature set and scalable solutions in Text Analytics Technologies.
Formulating solution for Deep Learning and Speech to Text.
Define quality metrics and instrumentation, and drive continuous improvements to experiences based on data.
Speech processing and help develop innovative solutions to address performance demands of modern-day machine learning applications.
Learn, practice, design and develop and innovative Natural Language Interaction design techniques and methodologies
Pursue research of speech recognition for under-resourced languages.
Developing acoustic and language models, and related algorithms, for our suite of proprietary speech recognition products for a broad library of under-resourced languages.

Responsibilities:

Architect, develop and fine-tune spoken and written Natural Language experiences to deliver exceptional interactions for end-users.
The candidate will work on exciting new developments in the area of Speech processing, including building machine learning based products/solutions.
Deep understanding of machine learning technology.
Research, experiment, build prototypes using machine learning applicable to the proposed solutions.
Conduct exploratory data analysis in high dimensions.
Verify algorithms by simulation and user tests.
Develop NLP or other text analytic components.
Research-minded, ability to run experiments independently Technical Skills.
Study and innovate in Deep Learning/machine learning and its application in preferred but not limited to Speech Analytics.
Design and implement proactive event-driven behaviors in conversation flows.
Design highly scalable classifiers and tools, leveraging machine learning, data regression and rules based models.

Skills & Experience:

Must have 3+ years of expert-level understanding of Artificial Intelligence technologies including some or all: knowledge representation & reasoning (KRR), natural language processing (NLP), speech recognition, unsupervised machine learning, and/or reinforcement learning.
Good exposure to Distributed Computing and its applicable skill sets.
Expertise in Python programming.
Exposure to Hadoop and RDMS.
Implementation knowledge of NO SQL.
Should have first-hand experience working with machine learning frameworks.
Experience in building speech analytics and natural language processing systems.
Solid Machine Learning background and familiar with standard speech and machine learning techniques, and experience with machine learning pipelines in production.
Strong Background in NLP , Machine Learning and Text Mining

Personal Attributes:

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

Educational Qualification:

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

Share your Resume to - RecruitmentGandhinagar@etechtexas.com

Subject Line: Application for Machine Learning Developer

Job Title: Trainer

Department: Training and Development

Reports To: Assistant Training Leader

FLSA Status: Exempt

Salary Grade:

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

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

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

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

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

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

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

You desire a fun atmosphere that promotes interactive learning.

o Leading a training class is about creating a fun, engaging environment in which learning can flourish. You enjoy helping others succeed! o Your classes should be so productive and enjoyable that your trainees are excited to embark on their new careers.

There’s no I in Team.

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

Be a reason to stay.

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

Recap with style.

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

You can lead with humility.

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

Coaching is second nature.

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

You aren’t afraid to ask the tough questions.

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

Be able to write what you teach.

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

You bring others up to your expert status.

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

You bring solutions, not problems.

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

You lead by example.

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

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.

1	Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.
2	Handle all issues with diplomacy, tact, and respect.
3	Provide quality service to clients through thorough knowledge of products and services.
4	Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions
5	Enter data into computer database system.
6	Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems.
7	Build strong relationships with Team Leader, and team members.
8	Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
9	Act as a role model at all times, adhere to high ethical standards.
10	Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
11	Be flexible in an environment by championing and embracing change.
12	Follow all compliancy guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.

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.

Job Title: Trainer

Department: Training and Development

Reports To: Assistant Training Leader

FLSA Status: Exempt Salary Grade:

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

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

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

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

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

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

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

o Leading a training class is about creating a fun, engaging environment in which learning can flourish. You enjoy helping others succeed! o Your classes should be so productive and enjoyable that your trainees are excited to embark on their new careers.

There’s no I in Team.

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

Be a reason to stay.

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

Recap with style.

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

You can lead with humility.

o A Trainer must be able to take charge and effectively pilot a class, but should be able to admit mistakes and work well with different people and personalities. Coaching is second nature. o Developing agents should be a passion that is shown everyday through the use of the Coaching Tactics.

You aren’t afraid to ask the tough questions.

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

Be able to write what you teach.

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

You bring others up to your expert status.

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

You bring solutions, not problems.

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

You lead by example.

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

Job Title: Sales Coach/Team Lead

Department: Operations

Reports To: Operations Manager

SUMMARY:

Coaches and develops team of sales agents to achieve their individual performance goals as well as team goals by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Must have experience in Sales-Hotel Industry or Medical Billing, Insurance.

1. Achieves team performance goals as established by leadership

2. Coaches and Develops team of sales agents to achieve performance objectives

3. prepares and administers Performance Development Plans for sales agents as needed to develop agent performance and behavior

4. Supervises the daily activity of Sales team consisting of Agents by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines are being met.

5. Handles escalated call disputes between customers and agents.

6. Issues written and oral warnings or reprimands for schedule adherence, , call quality or any misconduct as outlined in employee handbook.

7. Responsible for periodic evaluations on all team members which is maintained in employee files in the HR department.

8. Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.

9. Studies and standardizes procedures to improve efficiency of subordinates.

10. Maintains harmony among workers and resolves grievances by following the open line procedure as necessary.

11. Adjusts errors and complaints.

12. Builds strong relationships with peers, superiors, and team members.

13. Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.

14. Acts as a role model at all times, adheres to high ethical standards.

15. Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.

16. Displays flexibility in an environment by championing and embracing change.

SUPERVISORY RESPONSIBILITIES:

In conjunction with a Sales Coach, supervises approximately 15 FTE's on a Sales Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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:

Campaign products and/or services being offered, VNS operating system, Company policies and procedures as outlined in Employee handbook; Computer programs such as Word, Excel, Power Point, Outlook and Access and applicable campaign programs.

Ability to:

Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

Job Title	Insights Leader
Department	Etech Insights
Reports To	Director of Customer Experience

Account Leader Requirements

Must be responsible for 5,000 or more hours and/or manage multiple programs (6 or more depending on the program complexity).

SUMMARY:

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

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

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1	Reviews Etech Insight team performance daily and ensures production goals are attained.
2	Maintains regular client contact, solves complex issues, and anticipates and plans for the challenges involved in the business.
3	Supervises, directs, coordinates and evaluates operational performance as well as coaches, mentors and develops leadership staff.
4	Plans, assigns and directs work as well as appraises performance; rewards and disciplines employees; addresses complaints and resolves issues.
5	Must have strong analytical skills. Maintains, develops and reports pertinent operational statistics, financial management information, and results.
6	Constantly monitors processes and procedures for update and improvement opportunities.
7	Establishes clearly defined department and individual goals and objectives and communicates these to associates through department meetings, one on one meetings, and performance planning. Provides periodic performance feedback versus objectives and conducts annual.
8	Performance reviews for direct reports.
9	Assists in the development and implementation of policies and procedures.
10	Provides continual communications to enhance services effectiveness in dealing with critical issues.
11	Oversees implementation of the necessary programs, forecasting and planning at a departmental level and communication of best practices to team.
12	Monitors, dispositions, scores and observe feedback on calls launched by sales teams.
13	Monitors script adherence, required elements of the call, and proper dispositions.
14	Attend calibration sessions when needed to ensure best practices.
15	Ability to travel between centers at necessary
16	Ability to work USA business hours (CST) is a must

SUPERVISORY RESPONSIBILITIES:

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

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Ability to:

Establish and maintain effective relationships with Data Scientists and Quality Analyst, effectively monitor, and evaluate job performance and coach and develop Data Scientists and Quality Analyst as needed; develop and maintain relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required. Bachelor's degree from a four-year college or university preferred; or one to two years related experience and/or training.

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

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

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

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

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

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

Products – Resources – FAQ – Blog

About Etech

Etech is a leading provider of customer engagement solutions and services utilizing inbound and

outbound voice as well as web chat. For over a decade, we have been helping companies cost

effectively acquire new customers and maximize profits by servicing and growing existing customers.

We are a Tier One preferred provider for Fortune 500 companies and employ roughly 3,000 team

members operating in 8 Global Centers (5 in the US, 2 in India, and 1 in Jamaica)

Company Website: www.etechgs.com

Department: Etech Insights

Reports To: QA Leader

The EMS department seeks a Quality Analyst (QA) to review customer interactions (calls, chats, and

emails) and complete quality assessments for designated campaigns to ensure good customer

service, and adherence to the policies and procedures per the pre-defined guidelines of the

campaign. The person will work closely with QA Leads as well as Operations/Client contacts to

provide feedback on opportunity areas, make recommendations on areas that may need new,

ongoing or remedial training. In addition, they will need to capture VOC (voice of the customer) and

provide BI (Business Intelligence) inputs. A significant part of this job includes reviewing and

completing quality audits for assigned campaigns.

Description:

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

Core Competencies/Skill Set:
 Good oral & written English skills
 Exceptional listening and analytical skills.
 Attention to detail
 Strong interpersonal communication skills
 Drive and ability to deliver excellent customer service to both internal and
external customers.
 Ability to work independently.
 Able to exercise strict confidentiality.

Qualification and Experience:
 Graduate or equivalent.
 Minimum 1 year work experience; Quality experience is an added advantage.
 Computer proficiency in MS Office - Outlook, Word, Excel, and PowerPoint

SUMMARY:

Coaches and develops team of team members and sales coach(es) to achieve their individual performance goals as well as team goals and is the primary driver in achieving campaign performance expectations working with the account leader in managing the sales activities of an assigned program or campaign with three or more sales coaches 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.

1	Sets expectations and leads team to achieve performance goals as established by leadership
2	Coaches and develops sales coach(es) and team members to achieve performance objectives
3	Administers Performance Management Process as needed to develop agent performance and behavior
4	Supervises the daily activity of sales coach and team by monitoring, coaching and developing each sales coach and team member to ensure call quality, sales techniques and compliancy guidelines
5	Issues written and oral counseling for breach of conduct as outlined in the employee handbook
6	Responsible for periodic evaluations on all team members
7	Exhibits teamwork by building strong relationships with peers, superiors, and team members
8	Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting
9	Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development
10	Assist in the development of sales coaches and assistant sales coaches
11	Facilitate call monitoring sessions and other customer interactions as assigned
12	Responsible for supervising 1 or more sales leaders
12	Other duties as assigned
13	Leading by example at all times and adhering to company policies.
14	May have minimal interaction with the client as needed depending on program

SUPERVISORY RESPONSIBILITIES:

May directly supervise approximately 15 FTE's plus one or more Sales Coaches and their respective teams on a Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Acts as liaison between campaign sales coaches and account leader.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Ability to:

Establish and maintain effective relationships with sales coaches and team members, effectively monitor, and evaluate job performance and coach and develop sales coaches and team members as needed; develop and maintain relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required. Bachelor's degree from a four-year college or university preferred; or one to two years related experience and/or training.

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

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

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

While performing the duties of this job, the employee is regularly required to stand and talk and hear. The employee frequently is required to walk and use hands to finger, handle, or feel. The employee is occasionally required to sit; reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

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

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

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.

1	Take outbound calls to prospective customers in designated market area to qualify leads and explain type of service or product offered.
2	Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions regarding current promotions and new or upgraded products.
3	Quote prices and encourages customers to buy.
4	Secures and places orders with others for filling and arranges delivery date.
5	Enter names, addresses, purchases, and reactions of prospects solicited into computer database system.
6	Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems.
7	Prepare report on sales activities - Sales Tracker.
8	Build strong relationships with Team Leader, and team members.
9	Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
10	Act as a role model at all times, adhere to high ethical standards.
11	Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
12	Be flexible in an environment by championing and embracing change.
13	Follow all compliancy guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.

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.

1	Take outbound calls to prospective customers in designated market area to qualify leads and explain type of service or product offered.
2	Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions regarding current promotions and new or upgraded products.
3	Quote prices and encourages customers to buy.
4	Secures and places orders with others for filling and arranges delivery date.
5	Enter names, addresses, purchases, and reactions of prospects solicited into computer database system.
6	Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems.
7	Prepare report on sales activities - Sales Tracker.
8	Build strong relationships with Team Leader, and team members.
9	Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
10	Act as a role model at all times, adhere to high ethical standards.
11	Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
12	Be flexible in an environment by championing and embracing change.
13	Follow all compliancy guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.

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.

1	Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.
2	Handle all issues with diplomacy, tact, and respect.
3	Provide quality service to clients through thorough knowledge of products and services.
4	Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions
5	Enter data into computer database system.
6	Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems.
7	Build strong relationships with Team Leader, and team members.
8	Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
9	Act as a role model at all times, adhere to high ethical standards.
10	Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
11	Be flexible in an environment by championing and embracing change.
12	Follow all compliancy guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.

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.

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

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

John Doe

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Job Openings

Physical Security Manager

Physical Security Manager

Helpdesk Representative-1 Bilingual

Corporate Trainer

System Administartor I

System Administrator I

Training Leader

Telephone Customer Service Agent

CTI Administartor

CTI Administartor

CTI Administrator

C.T.I. Administartor

Payroll Coordinator I

Quality Assurance Coach

Training Leader

Training Leader

Training Leader

Customer Service Specialist

Account Leader

Human Resources Manager

Medical Administrative Specialist

Hiring for Customer Experience Specialist @ Etech, Vadodara Center

Recruiter

Reat Time Analyst

Recruiting Intern

Recruiting Intern

Customer Service Representative

Customer Service Specialist

Customer Service Representative (Customer Retention)

Customer Service Representative

Site Director

Online Chat Representative

German Language Expert

Lead UI UX Designer

Machine Learning Developer

Trainer

Inbound Customer Service

Desktop Support Technician

Trainer

Team Leader

Account Leader-Etech Insights

Call Center Quality Analyst

Supervisor (Hotel &amp;amp; Reservations)

Assistant Training Leader

VDI Sr Systems Administrator

Outbound Sales Agent

Sales Agent

Desktop Support Technician

Inbound Customer Service

Online Chat Representative

Online Chat Representative

Customer Service Agent

Online Chat Representative

Supervisor (Hotel & Reservations)