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.

Reviews Etech Insight team performance daily and ensures production goals are attained

Primary responsibilities include acting as quality Subject Matter Expert (SME) and interventionist for Etech Insights/Operations

Maintains regular client contact, solves complex issues, and anticipates and plans for the challenges involved in the business. Direct involvement/communication with client and senior manager of the campaign.

Insure proper coordination between Operations and offshore EI team for new programs, dive into “code red” situations and work with every campaign at Etech to drive results through quality

Supervises, directs, coordinates and evaluates operational performance as well as coaches, mentors and develops leadership staff.

Plans, assigns and directs work as well as appraises performance; rewards and disciplines employees; addresses complaints and resolves issues. Defines work group goals and establishes priorities and staff performance expectations.

Must have strong analytical skills. Maintains, develops and reports pertinent operational statistics, financial management information, and results.

Constantly monitors processes and procedures for update and improvement opportunities.

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.

Performance reviews for direct reports.

Assists in the development and implementation of policies and procedures.

Provides continual communications to enhance services effectiveness in dealing with critical issues

Oversees implementation of the necessary programs, forecasting and planning at a departmental level and communication of best practices to team.

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

Monitors script adherence, required elements of the call, and proper dispositions.

Attends calibration sessions when needed to ensure best practices.

Implements, evaluates and maintains all quality control standards defined for applicable campaigns

Demonstrates excellent customer service skills with an emphasis on soft skills, customer-focused proactive resolution, and de-escalation tactics.

Meets deadlines in a fast-paced work environment driven by software systems and processes

Performs ad hoc data analysis

Defines work group goals and establishes

Conducts periodic performance reviews for clients

Ability to provide Business Intelligence from data analytics

Ability to travel between centers at necessary

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. Experience in tracking data and functioning knowledge of Microsoft systems including: Word, Excel

Ability to:

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

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

Travel between onshore sites

EDUCATION and/or EXPERIENCE:

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

Call center experience required 6 years Minimum

SUMMARY

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

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

SUPERVISORY RESPONSIBILITIES:  None

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

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

Ability to

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

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

EDUCATION and/or EXPERIENCE

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

LANGUAGE SKILLS

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

REASONING ABILITY

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

CERTIFICATES, LICENSES, REGISTRATIONS

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS

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

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

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

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

SUMMARY: The Reservation Sales Specialist answers all incoming hotel booking inquiries VIA phone, e-mail or provides chat support to guests visiting the website. They have a focus on providing quality experience to guests and upselling hotel guests to book Wellness Packages, longer stays and take advantage of the different outlets in the hotel. These agents are also cross trained to check availability for Spa Treatments/Fitness Services to not oversell the spa. 

QUALIFICATIONS:

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

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

SUPERVISORY RESPONSIBILITIES:  This job has no supervisory responsibilities.

Knowledge of:  Basic computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Team Member 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:

A minimum of high school diploma or general education degree (GED). Strong customer service and/or sales experience preferred.

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

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

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

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; Oversees custodial responsibilities for the center; Coordinates work permit details. 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. May assist with enforcement of safety procedures and promoting general workplace

safety.

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

employee engagement task force.

Job Title: Human Resources Manager – Montego Bay, Jamaica

Department: Human Resources

Reports To: Sr. Director of Human Resources

Location: Jamaica

FLSA Status: Salaried, Exempt

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 local Corporate Social Responsibility plans including conducting center and

community service activities (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 periodic training such as harassment prevention programs,

professionalism, winning culture meetings, and related programs.

24. Initiates and coordinates work permits and immigration details as needed for staff

traveling to/from Jamaica.

25. Oversees Facilities responsibilities including center cleaning & supplies as well as custodial

staff.

26. Plans and executes regular rewards and recognition celebration for center personnel

27. Coordinates recruiting and selection of leadership and administrative (non-agent) roles,

through sourcing, prescreening, scheduling interviews, reference checking and presenting

offer letters; Partners with appropriate hiring managers and various departments.

28. Regularly conducts exit interviews with all levels of employees and compiles data.

SUPERVISORY RESPONSIBILITIES

Directly supervises employees in the Human Resources Department based on center location. 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; Working knowledge of employment-related laws and practices; All company benefits; Trends in employee relations and benefit administration and human relations in order to communicate with all levels of employees.

Ability to:

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

EDUCATION and/or EXPERIENCE

Bachelor’s degree preferred; or 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 required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to

handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

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

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

Job Summary:

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

Requirement:

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

Knowledge:

Agent should have prior knowledge of the following areas:

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

Skill:

Agent should be able to:

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

Attitude:

Agent should:

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

SUMMARY:

Keeps call center in clean and orderly condition by performing the following duties

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

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

1 Sweeps, mops, and vacuums hallways, office spaces, break rooms, and production flooring.

2 Regularly cleans and maintains kitchen/break room areas including refrigerators, microwaves, sinks, counter tops, and tables.

3 Regularly cleans and maintains supplies in restrooms.

4 Empties trash and cardboard boxes throughout the building and take to dumpster.

5 Regularly cleans and maintains all furniture, fixtures, and equipment as outlined in the cleaning schedule provided by Sr. Facilities Coordinator.

6 Maintains building, performing minor and routine painting, plumbing, and other related maintenance activities.

7 Replaces air conditioner filters.

8 Notifies management concerning needs for major repairs or additions to lighting, heating and ventilating equipment.

9 Cleans sidewalks and parking lots as needed.

10 Mows lawn, trims shrubbery, and cultivates flowers as required.

11 Maintains and waters all living plants inside call centers.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

Knowledge of: Policies and procedures as outlined in the Employee Handbook; Inventory control and ordering procedures; Proper use of cleaning supplies and chemicals;

Ability to: Speak and understand instructions in English.

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 interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of employees of 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 ID.

PHYSICAL DEMANDS

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

While performing the duties of this job, the employee is regularly required to sit; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond. The employee frequently is required to stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and climb or balance. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 40 pounds, and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and depth perception.

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 is frequently exposed to fumes or airborne particles and frequently works in inside environmental conditions. The employee is occasionally

exposed to moving mechanical parts; high, precarious places; toxic or caustic chemicals; outside weather conditions; risk of electrical shock; and vibration. The noise level in the work environment is usually loud.

SUMMARY:

Facilitates many of the basic HR operations including administering HR policies and procedures related to the on boarding of employees, and archival of permanent records (employee, financial, and historically valuable documents) while insuring compliance with local laws. Participates in investigating and resolving employee relations issues; Coordinates center-wide and community activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following.

Other duties maybe assigned.

 1. Coordinates airport pick-up, housing, welcome package and transportation for employees.

2. Coordinates monthly cleaning, extermination and maintenance of corporate houses.

3. Assist the Human Resources Manager with ensuring that all legal documents.

4. Maintains a tracker of arrival and departure dates of corporate house occupants.

5. Administers drug screenings consistently and according to established procedures. 

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

7. Reviews new hire paperwork for accuracy and enters information into computer systems and payroll applications creates new employee files.

8. Coordinates record corrections with various departments such as I.T., Training, Recruiting, HR, or team leaders as needed.

9. Monitors and maintains employee records, including personnel files in soft and hard copy.

10. Owns the Police Report acquisition and maintenance process. On occasion, as directed by the HR Manager.

11. Reviews disciplinary documents and internal ECFs for accuracy and compliance with company policy; Follows up when further action is required before filing.

12. Coordinates planning and conducting center and community service activities including publicity, logistical details, pictures, and newsletter articles and Give Back Initiative.

13. Evaluates and responds to employee inquiries regarding policies, procedures, and programs, and directs them to appropriate resources.

14. Completes special projects and other tasks as assigned consistent with skill set and knowledge to assist entire HR team. Examples may include conducting or compiling results of focus groups.

15. Prepares correspondence, flyers, spreadsheets, etc. as necessary.

16. Conducts exit interviews with employees and leaders.

17. Assists HR Manager/Director with administrative tasks for leadership development programs such as Aspiring Leader and New Leader Assimilation.

18. Maintains confidentiality with HR issues and uses good judgment regularly.

19. Acts as a role model at all times; adheres to high ethical standards.

 20. Open and responsive to consistent coaching; takes an active role in performance planning and goal setting; participates in professional development and self-development activities.

21. Is consistently dependable in terms of work schedule and attendance, follow-through.

22. Projects self and company positively by communicating/presenting information clearly

and with a customer service focus both in person and via phone/email.

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

involved in every facet of personal development.

24. Builds strong relationships with HR Manager/Director, other managers, team members

and peers across departments.

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

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Knowledge of: Company policies and procedures as outlined in Employee Handbook and

Leadership Manual; Advanced computer functions including keyboarding, computer programs

including Word, Excel, Power Point, and Outlook; payroll/employee systems; telephone system and its' functions; copier/scanner/printer.

 Ability to:

Take initiative, demonstrate organizational skills, prioritize duties and re-prioritize as necessary in a changing environment, develop and maintain effective working relationships.

EDUCATION and/or EXPERIENCE:

Associate's degree (A. A.) from two-year college or technical school; or one year related

experience and/or HR training. Previous HR experience and/or current enrollment in study

program for HR certification preferred.

RECRUTING ASSISTANT

We are looking for a Recruitng Assistant with full-cycle recruiting experience, from talent sourcing and attracting candidates to interviewing and hiring great employees.

• Screen candidates resumes and job applications
• Conduct interviews using various reliable recruiting and selection tools/methods to filter candidates within schedule
• Assess applicants’ relevant knowledge, skills, soft skills, experience and aptitudes
• Onboard new employees in order to become fully integrated
• Monitor and apply HR recruiting best practices.
• Provide analytical and well documented recruiting reports to the rest of the team
• Act as a point of contact and build influential candidate relationships during the selection process.
• Promote company’s reputation as “best place to work”.

Requirements:

• Proven work experience as a Recruiter (either an in-house recruiter or a staffing agency recruiter)
• Solid ability to conduct different types of interviews (structured, competency-based, stress etc)
• Hands on experience with various selection processes (phone interviewing, reference check etc)
• Familiarity with HR databases, Applicant Tracking Systems (ATS) and Candidate Management Systems (CMS)
• Hands-on experience with recruiting software, as well as Human Resource Information Systems (HRIS) or Human Resource Management Systems (HRMS)
• Excellent communication and interpersonal skills
• Strong decision-making skills

 QULIFICATIONS:

Asc. Degree/ Diploma/ Certificate in Human Resources Management or Business Management.

SUMMARY:

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

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

· Specific experience with Microsoft server Operating Systems 2008R2, 2012 R2, 2016 R2, and Microsoft Office 365 management portal.

· Experience in windows patch management, vulnerability management and remediation.

· Experience with security scanning tools

· IT and Data Center infrastructure knowledge and experience.

· Knowledge of TCP/IP, BIND, LDAP and other core technologies such as NTP, TCP/IP, FCIP, iSCSI, SAN, NAS etc.

· Experience with Virtualization

· Working knowledge of server hardware from different vendors

· Deep Understanding of Windows Fundamentals and concepts.

· Excellent troubleshooting skills related to OS, Network and other performance issues

· Experience implementing, administering and creating custom dashboards for performance monitoring/Metrics

· Advanced knowledge of Windows Server (2003/2008) /desktop Operating Systems (XP/7/8.1/10).

· Knowledgeable with Active Directory, permissions, group policies.

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

· Continually improve operations through routine monitoring of system performance metrics and proactive actions.

· Reviewing of system log files, trend analysis, configuration, incident and problem management processes.

· Recommend and work with the engineers or Solution Architect on system or architectural changes when needed to improve automation, performance, high availability and scalability. Update operational runbook documentation for any changes in the environment.

· Prevent infrastructure issues through analytic tools.

· Acquire, configure and maintain development, test and production servers. Support development, test and production servers including after-hours support and monitoring server usage and up-time.

· Interface with vendors to obtain required equipment and software in a timely manner while ensuring proper audit and budget controls are met.

· Provide technical and procedural direction to the company for the actual implementation of the network servers used, as well as interface with internal users, development personnel and other technical staff.

· Provide direction in complex problem-solving situations and participate in direct interaction with internal staff as required.

· Maintain documentation describing activity levels and possible next steps required for each server.

· Provide regular status reports

· Maintain access privileges and account groups

· Design, implement and maintain a consistent backup and disaster recovery plan.

· Collaborate with operations, QA and third-party data centers to provide technical direction on server configurations, hardware/software deployments, and other administrative tasks related to the staging and maintenance of company development, testing and production servers.

· Ensure timely and effective delivery of hardware upgrades

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Personal Attributes

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

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

· Able to communicate effectively with external customers and partners.

· Proven analytical and problem-solving abilities.

· Experience working in team-orientated, collaborative environment.

Education and Experience

· Bachelor’s degree (BS/Computer Science or related area) preferred.

· Microsoft Certification (MCSE) or equivalent certification in relevant programs desired.

· Experience managing large scale Citrix/2X/Terminal Server installations.

· Experience managing server virtualization technologies like VMWare Server/ESX or Microsoft HyperV/Virtual Server.

· Experience with Microsoft IIS administration and configuration.

· Linux/UNIX administration.

· Active Directory/LDAP user and group administration.

· Strong communication and documentation skills.

· Flexible and able to adapt to a rapidly changing environment.

· Must be organized and can manage projects of varying length.

· Positive, self-motivated individual who can complete tasks independently.

· Strong change management and ITIL background.

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

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

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

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

color vision, peripheral vision, depth perception and ability to adjust focus. The employee will be required to lift a minimum of 50 pounds.

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

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

Account Leader Requirements

Must be responsible for 10,000 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 required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

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

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

SUMMARY:

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

QUALIFICATIONS:

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

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

You enjoy the fast-paced nature of adapting on the fly to corporate changes. o Training Leaders have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

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

o Training is more than just knowledge transfer; it’s about equipping trainees to be self-

sufficient agents who will guide customers to solutions. An Training Leader should have

this skill mastered so well that they can teach their team of Trainers.

You desire a fun atmosphere that promotes interactive learning.

o Leading a successful training team is about inspiring trainers to engage and motivate

their classes in a way that allows learning to flourish.

You enjoy helping others succeed!

o Training Leaders want what is best for their employees and look for the best avenues

for them to grow and prosper in their careers.

There’s no I in Team.

o Training Leaders should consistently be on the lookout for ways to help not only their

trainers, but other leaders as well. This ensures Etech is successful as a whole while

embodying our goal for servant leadership.

Be a reason to stay.

o We believe that employees don’t leave their jobs; they leave their managers. As a

Training Leader, you should be on the lookout for potential attrition reasons on your

team and your campaigns, and be able to come up with ways to combat these issues.

Recap with style.

o Training Leaders are proficient at compiling information from their trainers and

summarizing it for clients, executives, and other leaders both within and outside the

company.

You can lead with humility.

o An Training Leader must be able to take charge and effectively pilot a class, but

should be able to admit mistakes and work well with different people and

personalities.

Coaching is second nature.

o Developing your trainers should be a passion that is shown everyday through the use of

the Coaching Tactics. Daily you promote this environment of coaching amongst your

team and work to cultivate it.

You aren’t afraid to ask the tough questions.

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.

You can see it, write it, teach it.

o Training Leaders should have the keen ability to see when there are gaps in training,

write curriculum to address, and implement ongoing training to help the agents.

You let the student become the master.

o A strong leader trusts that their team is capable of being the experts and equips them

to master their campaigns.

You bring solutions, not problems.

o An Training Leader is consistently willing to offer and implement creative solutions.

Instead of focusing on the problem, they work to fix it!

You lead by example.

o Leaders at Etech should base all decisions and behaviors on the character

commitments even when it isn’t easy to do. Training Leaders take this to the next

level by teaching their team tips on how to epitomize these traits.

You take pride in your bench.

o Training Leader sees the value in developing future leaders and realizes their

leadership can leave a legacy. Because of this, Training Leaders work hard to teach

their team the art of being a trainer and a leader.

You compete with the mirror.

o Training Leaders understand that the person they need to beat is themselves. Whether

it be in their leadership capabilities, communication skills, or overall management of

their team; Training Leaders strive to consistently out-do their previous attempts.

You’re a leader among leaders.

o Training Leaders have to lead initiatives and projects across various departments in

the company. This takes a mix of humility and boldness that ignites others to act.

You communicate like a champ.

o Training Leaders not only need excellent verbal skills, but they also must be able to

write clearly, concisely, and professionally.

You recognize that money doesn’t grow on trees.

o Being an Training Leader means you can discern the costs of training and seek out ways

to limit spending through efficient processes and quality curriculum.

You’re a little bit psychic.

o Training Leaders are so in tune with the details, processes, and initiatives going on in

their department; they have the ability to foresee potential issues. Once identified

they proactively communicate with the necessary teams to fix before the predicament

even occurs!

SUPERVISORY RESPONSIBILITIES:

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

Knowledge of:

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

Ability to:

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

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or government issued photo ID.

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

While performing the duties of this job, the employee is regularly required to talk, hear and respond. The employee frequently is required to stand; walk; sit; use their hands to handle or control electronic devices; and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to focus.

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

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

SUMMARY:

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

QUALIFICATIONS:

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

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

You enjoy the fast-paced nature of adapting on the fly to corporate changes. o Training Leaders have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

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

o Training is more than just knowledge transfer; it’s about equipping trainees to be self-

sufficient agents who will guide customers to solutions. An Training Leader should have

this skill mastered so well that they can teach their team of Trainers.

You desire a fun atmosphere that promotes interactive learning.

o Leading a successful training team is about inspiring trainers to engage and motivate

their classes in a way that allows learning to flourish.

You enjoy helping others succeed!

o Training Leaders want what is best for their employees and look for the best avenues

for them to grow and prosper in their careers.

There’s no I in Team.

o Training Leaders should consistently be on the lookout for ways to help not only their

trainers, but other leaders as well. This ensures Etech is successful as a whole while

embodying our goal for servant leadership.

Be a reason to stay.

o We believe that employees don’t leave their jobs; they leave their managers. As a

Training Leader, you should be on the lookout for potential attrition reasons on your

team and your campaigns, and be able to come up with ways to combat these issues.

Recap with style.

o Training Leaders are proficient at compiling information from their trainers and

summarizing it for clients, executives, and other leaders both within and outside the

company.

You can lead with humility.

o An Training Leader must be able to take charge and effectively pilot a class, but

should be able to admit mistakes and work well with different people and

personalities.

Coaching is second nature.

o Developing your trainers should be a passion that is shown everyday through the use of

the Coaching Tactics. Daily you promote this environment of coaching amongst your

team and work to cultivate it.

You aren’t afraid to ask the tough questions.

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.

You can see it, write it, teach it.

o Training Leaders should have the keen ability to see when there are gaps in training,

write curriculum to address, and implement ongoing training to help the agents.

You let the student become the master.

o A strong leader trusts that their team is capable of being the experts and equips them

to master their campaigns.

You bring solutions, not problems.

o An Training Leader is consistently willing to offer and implement creative solutions.

Instead of focusing on the problem, they work to fix it!

You lead by example.

o Leaders at Etech should base all decisions and behaviors on the character

commitments even when it isn’t easy to do. Training Leaders take this to the next

level by teaching their team tips on how to epitomize these traits.

You take pride in your bench.

o Training Leader sees the value in developing future leaders and realizes their

leadership can leave a legacy. Because of this, Training Leaders work hard to teach

their team the art of being a trainer and a leader.

You compete with the mirror.

o Training Leaders understand that the person they need to beat is themselves. Whether

it be in their leadership capabilities, communication skills, or overall management of

their team; Training Leaders strive to consistently out-do their previous attempts.

You’re a leader among leaders.

o Training Leaders have to lead initiatives and projects across various departments in

the company. This takes a mix of humility and boldness that ignites others to act.

You communicate like a champ.

o Training Leaders not only need excellent verbal skills, but they also must be able to

write clearly, concisely, and professionally.

You recognize that money doesn’t grow on trees.

o Being an Training Leader means you can discern the costs of training and seek out ways

to limit spending through efficient processes and quality curriculum.

You’re a little bit psychic.

o Training Leaders are so in tune with the details, processes, and initiatives going on in

their department; they have the ability to foresee potential issues. Once identified

they proactively communicate with the necessary teams to fix before the predicament

even occurs!

SUPERVISORY RESPONSIBILITIES:

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

Knowledge of:

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

Ability to:

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

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or government issued photo ID.

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

While performing the duties of this job, the employee is regularly required to talk, hear and respond. The employee frequently is required to stand; walk; sit; use their hands to handle or control electronic devices; and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to focus.

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

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

Etech is searching for a highly motivated, high energy sales and service professional. This goal-oriented individual assists prospects and make sales for internet, phone, and TV. This position requires dynamic, customer focused, sales and service professionals that possess excellent verbal and written communication, interpersonal skills demonstrated by passion for providing outstanding customer service, effective sales closing skills, creative thinking, and the ability to enthusiastically communicate with prospects on every outbound and inbound call consistently.

What's in it for you:

·         $10/hr Paid Training, $10/hr base pay PLUS lucrative commission plans!

·         Paid Training

·         Tuition Reimbursement

·         Daycare reimbursement

·         Opportunities to advance (Over 90% of our promotions are internal!)

Job Type: Full-time

Salary: $10.00 /hour

Duties include but are not limited to:

Enthusiastically engaging each call and represent Etech in a highly professional manner

Follow coaching and protocol in order to make and close sale

Successfully and accurately answering prospect questions and providing appropriate additional information

Respond rapidly and accurately to on-line requests for information from clients

Achieving defined productivity goals

Responsible to meet all company policies and procedures

Job Requirements

Dynamic sales and telephone skills (Preferred but not required)

Strong customer service and listening skills

Demonstrated strengths in verbal and written communication skills including appropriate grammar and punctuation

Ability to communicate empathy and confidence in both in-bound and out-bound contact center environments

Type 25 WPM and have Proficient Computer knowledge

High School Diploma or GED

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

Responsibilities

· Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support

· Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion.

· Liaise with technical security stakeholders on an ongoing basis.

· Set and continually manage technical project expectations with team members and other stakeholders.

· Conduct security audits of information systems against policy/process as defined within Etech documentation and required for ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.

· Plan and schedule security audit timelines

· Determine the frequency and content of audit reports, analyze results, and remediate problem areas.

· Review and evaluate audit findings and make recommendations on improving security and audit preparedness

· Create audit remediation plans along with members of the cyber security and technical teams and establish timelines for completion

Position Requirements

Formal Education & Certification

· University degree in the field of computer science/technology management and/or 2+ years related work experience.

· Certifications in Cyber Security and/or Technology fields a plus.

Knowledge & Experience

· 2 years’ direct work experience in a technical environment

· Familiarity with security audit and/or standard audit practices

· Ability to conduct technical security audits for complex information systems

· Ability to analyze information systems and technical specifications against defined security control standards and identify deficiencies and remediation strategies

· Experience with network security, vulnerability management, incident response

· Knowledge of emerging cyber security trends

· Familiarity with Change Management practices

· General knowledge of network system Functionality (Firewalls, Switches, Routers, etc.)

· Database and operating systems experience with Microsoft products a plus.

· Technically competent with various software programs, such as Microsoft Office products, SQL, etc.

· Familiarity with security software such as Anti-Virus, Anti-Malware, Web Filtering Technology, Encryption methods and standards

· Familiarity with industry security standards such as ISO 27001, PCI-DSS, HIPPA, Privacy Shield, etc. a plus

Personal Attributes

· Experience at working both independently and in a team-oriented, collaborative environment is essential.

· Can conform to shifting priorities, demands and timelines through analytical and problem solving capabilities.

· Reacts to project adjustments and alterations promptly and efficiently.

· Flexible during times of change.

· Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.

· Persuasive, encouraging, and motivating.

· Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.

· Possession of excellent analytical skills

· Strong written and oral communication skills.

· Strong interpersonal skills.

· Adept at conducting research into project-related issues and products.

· Must be able to learn, understand, and apply new technologies.

· Customer service skills a must.

· Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

Work Conditions

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.

· Physically able to participate in training sessions, presentations, and meetings.

· Travel may be required for performing site audits, meeting with clients, stakeholders, or offsite personnel/management.

· Must be able to pass background check.

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

Responsibilities

· Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support

· Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion.

· Liaise with technical security stakeholders on an ongoing basis.

· Set and continually manage technical project expectations with team members and other stakeholders.

· Conduct security audits of information systems against policy/process as defined within Etech documentation and required for ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.

· Plan and schedule security audit timelines

· Determine the frequency and content of audit reports, analyze results, and remediate problem areas.

· Review and evaluate audit findings and make recommendations on improving security and audit preparedness

· Create audit remediation plans along with members of the cyber security and technical teams and establish timelines for completion

Position Requirements

Formal Education & Certification

· University degree in the field of computer science/technology management and/or 2+ years related work experience.

· Certifications in Cyber Security and/or Technology fields a plus.

Knowledge & Experience

· 2 years’ direct work experience in a technical environment

· Familiarity with security audit and/or standard audit practices

· Ability to conduct technical security audits for complex information systems

· Ability to analyze information systems and technical specifications against defined security control standards and identify deficiencies and remediation strategies

· Experience with network security, vulnerability management, incident response

· Knowledge of emerging cyber security trends

· Familiarity with Change Management practices

· General knowledge of network system Functionality (Firewalls, Switches, Routers, etc.)

· Database and operating systems experience with Microsoft products a plus.

· Technically competent with various software programs, such as Microsoft Office products, SQL, etc.

· Familiarity with security software such as Anti-Virus, Anti-Malware, Web Filtering Technology, Encryption methods and standards

· Familiarity with industry security standards such as ISO 27001, PCI-DSS, HIPPA, Privacy Shield, etc. a plus

Personal Attributes

· Experience at working both independently and in a team-oriented, collaborative environment is essential.

· Can conform to shifting priorities, demands and timelines through analytical and problem solving capabilities.

· Reacts to project adjustments and alterations promptly and efficiently.

· Flexible during times of change.

· Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.

· Persuasive, encouraging, and motivating.

· Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.

· Possession of excellent analytical skills

· Strong written and oral communication skills.

· Strong interpersonal skills.

· Adept at conducting research into project-related issues and products.

· Must be able to learn, understand, and apply new technologies.

· Customer service skills a must.

· Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

Work Conditions

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.

· Physically able to participate in training sessions, presentations, and meetings.

· Travel may be required for performing site audits, meeting with clients, stakeholders, or offsite personnel/management.

· Must be able to pass background check.

SUMMARY:

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

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

ESSENTIAL DUTIES AND RESPONSIBILITIES 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 team of agents/representatives to achieve performance objectives

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

4 Supervises the daily activity of team by monitoring, coaching and developing each 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/ACT’s

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

SUPERVISORY RESPONSIBILITIES:

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

Knowledge of:

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

Ability to:

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

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

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

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

While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear and respond. The employee is frequently required to use their hands to handle or control electronic devices. The employee is occasionally required to 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

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. May assist with enforcement of safety procedures and promoting general

workplace safety.

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 employee engagement task force.

Job Title: Human Resources Manager

Department: Human Resources

Reports To: Sr. Director of Human Resources

FLSA Status: Salaried, Exempt

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 local Corporate Social Responsibility plans including conducting

center and community service activities (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 periodic training such as harassment prevention programs,

professionalism, winning culture meetings, and related programs.

SUPERVISORY RESPONSIBILITIES

Directly supervises employees in the Human Resources Department based on center location. 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; Working knowledge of employment-related laws and practices; All company benefits; Trends in employee relations and benefit administration and human relations in order to communicate with all levels of employees.

Ability to:

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

EDUCATION and/or EXPERIENCE

Bachelor’s degree preferred; or 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 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 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

ID Experts Customer Service Representative

We’re looking for A-players who excel at their jobs and who crave challenge. Our passion is ensuring the privacy of every American, with a focus on helping enterprises protect the sensitive personal information of their consumers. Our employees care about the right to privacy, and they’re driven to defend that right—that’s why our award-winning software and elite team of professionals are trusted by thousands of organizations in healthcare, finance, education, insurance, and government. We feel good about the work we do, and we need people who want to make a difference in the lives of our customers.

Essential Duties and Responsibilities:

· Answer a high volume of inbound phone calls while maintaining excellent call quality

· Ability to handle sensitive data

· Ability to diffuse customer escalations quickly

· Ability to multi-task and prioritize well in a fast-paced environment

· Ability to work weekends, holidays and overtime as requested

· Regular attendance and timeliness

· Other duties as assigned

Required Skills and Qualifications:

· Must be self-motivated, driven to succeed and ready to hit the ground running

· Customer Focus Attitude

· Excellent Listening Skills

· Strong Verbal Communication

· Building Relationships

· People Skills (empathetic and willingness to serve others)

· Interpersonal Savvy

· Problem Solving

Education and Experience:

· 2+ Years Customer Service experience

· Basic Data Entry Skills (Typing - 35 WPM)

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

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

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

1 Install, configure, test, maintain, monitor, and troubleshoot all network hardware and equipment, including routers, switches and firewalls.

2 Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.

3 Monitor and test network performance for availability, utilization, throughput and latency, provide network performance statistics/reports and identify how performance can be improved.

4 Develops, implements and performs periodic testing of disaster recovery procedures and processes.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

6 Maintain security solutions, including firewall, anti-virus, and intrusion detection systems.

7 Create, update and maintain Network Diagrams utilizing Microsoft Visio.

8 Communicates with other departments to report and resolve software, hardware, and operations problems.

9 Consults with department managers to develop system solutions consistent with organizational objectives and standards.

10 Installs and tests software upgrades. Recommend, schedule, and perform network improvements, upgrades, and repairs

11 Researches and evaluates new technologies.

12 Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Personal Attributes

· Strong customer service orientation.

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

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

· Strong interpersonal, written, and oral communication skills.

· Able to communicate effectively with external customers and partners.

· Proven analytical and problem-solving abilities.

· Experience working in team-orientated, collaborative environment.

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

Knowledge and Experience

· Extensive knowledge of commonly-used concepts, practices, and procedures in the Information Technology field.

· Proven experience working on Cisco Routers, Switches, Fortinet FortiGates and FortiSwitches.

· Working technical knowledge of dynamic routing methodology, including but not limited to BGP, OSPF, EIGRP, route redistribution between protocols and SDWAN.

· Working technical knowledge of Point to Point, VPN (IPSec and GRE) and MPLS concepts with practical application.

· VPN/Firewall hardware installation, management, configuration and troubleshooting in multi-platform environments.

· Extensive knowledge of TCP/UDP protocols, IP Subnetting, SNMP, STP, VTP, QOS and VLAN’s.

· Knowledge of firewall technologies, best practices and configuration methods.

· Knowledge of Linux administration is a plus.

· On call availability for escalated problems and ability to telecommute via VPN.

· Cisco CCNA/CCNP, Fortinet NSE4/NSE5/NSE7 certification is a plus.

· 5 years verifiable experience managing a multisite corporate network.

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

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

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

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

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

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

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

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

1 Install, configure, test, maintain, monitor, and troubleshoot all network hardware and equipment, including routers, switches and firewalls.

2 Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.

3 Monitor and test network performance for availability, utilization, throughput and latency, provide network performance statistics/reports and identify how performance can be improved.

4 Develops, implements and performs periodic testing of disaster recovery procedures and processes.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

6 Maintain security solutions, including firewall, anti-virus, and intrusion detection systems.

7 Create, update and maintain Network Diagrams utilizing Microsoft Visio.

8 Communicates with other departments to report and resolve software, hardware, and operations problems.

9 Consults with department managers to develop system solutions consistent with organizational objectives and standards.

10 Installs and tests software upgrades. Recommend, schedule, and perform network improvements, upgrades, and repairs

11 Researches and evaluates new technologies.

12 Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Personal Attributes

· Strong customer service orientation.

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

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

· Strong interpersonal, written, and oral communication skills.

· Able to communicate effectively with external customers and partners.

· Proven analytical and problem-solving abilities.

· Experience working in team-orientated, collaborative environment.

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

Knowledge and Experience

· Extensive knowledge of commonly-used concepts, practices, and procedures in the Information Technology field.

· Proven experience working on Cisco Routers, Switches, Fortinet FortiGates and FortiSwitches.

· Working technical knowledge of dynamic routing methodology, including but not limited to BGP, OSPF, EIGRP, route redistribution between protocols and SDWAN.

· Working technical knowledge of Point to Point, VPN (IPSec and GRE) and MPLS concepts with practical application.

· VPN/Firewall hardware installation, management, configuration and troubleshooting in multi-platform environments.

· Extensive knowledge of TCP/UDP protocols, IP Subnetting, SNMP, STP, VTP, QOS and VLAN’s.

· Knowledge of firewall technologies, best practices and configuration methods.

· Knowledge of Linux administration is a plus.

· On call availability for escalated problems and ability to telecommute via VPN.

· Cisco CCNA/CCNP, Fortinet NSE4/NSE5/NSE7 certification is a plus.

· 5 years verifiable experience managing a multisite corporate network.

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

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

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

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

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

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

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

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

1 Install, configure, test, maintain, monitor, and troubleshoot all network hardware and equipment, including routers, switches and firewalls.

2 Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.

3 Monitor and test network performance for availability, utilization, throughput and latency, provide network performance statistics/reports and identify how performance can be improved.

4 Develops, implements and performs periodic testing of disaster recovery procedures and processes.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

6 Maintain security solutions, including firewall, anti-virus, and intrusion detection systems.

7 Create, update and maintain Network Diagrams utilizing Microsoft Visio.

8 Communicates with other departments to report and resolve software, hardware, and operations problems.

9 Consults with department managers to develop system solutions consistent with organizational objectives and standards.

10 Installs and tests software upgrades. Recommend, schedule, and perform network improvements, upgrades, and repairs

11 Researches and evaluates new technologies.

12 Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Personal Attributes

· Strong customer service orientation.

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

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

· Strong interpersonal, written, and oral communication skills.

· Able to communicate effectively with external customers and partners.

· Proven analytical and problem-solving abilities.

· Experience working in team-orientated, collaborative environment.

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

Knowledge and Experience

· Extensive knowledge of commonly-used concepts, practices, and procedures in the Information Technology field.

· Proven experience working on Cisco Routers, Switches, Fortinet FortiGates and FortiSwitches.

· Working technical knowledge of dynamic routing methodology, including but not limited to BGP, OSPF, EIGRP, route redistribution between protocols and SDWAN.

· Working technical knowledge of Point to Point, VPN (IPSec and GRE) and MPLS concepts with practical application.

· VPN/Firewall hardware installation, management, configuration and troubleshooting in multi-platform environments.

· Extensive knowledge of TCP/UDP protocols, IP Subnetting, SNMP, STP, VTP, QOS and VLAN’s.

· Knowledge of firewall technologies, best practices and configuration methods.

· Knowledge of Linux administration is a plus.

· On call availability for escalated problems and ability to telecommute via VPN.

· Cisco CCNA/CCNP, Fortinet NSE4/NSE5/NSE7 certification is a plus.

· 5 years verifiable experience managing a multisite corporate network.

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

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

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

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

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

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

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

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

1 Install, configure, test, maintain, monitor, and troubleshoot all network hardware and equipment, including routers, switches and firewalls.

2 Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.

3 Monitor and test network performance for availability, utilization, throughput and latency, provide network performance statistics/reports and identify how performance can be improved.

4 Develops, implements and performs periodic testing of disaster recovery procedures and processes.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

6 Maintain security solutions, including firewall, anti-virus, and intrusion detection systems.

7 Create, update and maintain Network Diagrams utilizing Microsoft Visio.

8 Communicates with other departments to report and resolve software, hardware, and operations problems.

9 Consults with department managers to develop system solutions consistent with organizational objectives and standards.

10 Installs and tests software upgrades. Recommend, schedule, and perform network improvements, upgrades, and repairs

11 Researches and evaluates new technologies.

12 Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Personal Attributes

· Strong customer service orientation.

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

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

· Strong interpersonal, written, and oral communication skills.

· Able to communicate effectively with external customers and partners.

· Proven analytical and problem-solving abilities.

· Experience working in team-orientated, collaborative environment.

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

Knowledge and Experience

· Extensive knowledge of commonly-used concepts, practices, and procedures in the Information Technology field.

· Proven experience working on Cisco Routers, Switches, Fortinet FortiGates and FortiSwitches.

· Working technical knowledge of dynamic routing methodology, including but not limited to BGP, OSPF, EIGRP, route redistribution between protocols and SDWAN.

· Working technical knowledge of Point to Point, VPN (IPSec and GRE) and MPLS concepts with practical application.

· VPN/Firewall hardware installation, management, configuration and troubleshooting in multi-platform environments.

· Extensive knowledge of TCP/UDP protocols, IP Subnetting, SNMP, STP, VTP, QOS and VLAN’s.

· Knowledge of firewall technologies, best practices and configuration methods.

· Knowledge of Linux administration is a plus.

· On call availability for escalated problems and ability to telecommute via VPN.

· Cisco CCNA/CCNP, Fortinet NSE4/NSE5/NSE7 certification is a plus.

· 5 years verifiable experience managing a multisite corporate network.

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

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

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

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

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

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

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

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

1 Install, configure, test, maintain, monitor, and troubleshoot all network hardware and equipment, including routers, switches and firewalls.

2 Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.

3 Monitor and test network performance for availability, utilization, throughput and latency, provide network performance statistics/reports and identify how performance can be improved.

4 Develops, implements and performs periodic testing of disaster recovery procedures and processes.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

6 Maintain security solutions, including firewall, anti-virus, and intrusion detection systems.

7 Create, update and maintain Network Diagrams utilizing Microsoft Visio.

8 Communicates with other departments to report and resolve software, hardware, and operations problems.

9 Consults with department managers to develop system solutions consistent with organizational objectives and standards.

10 Installs and tests software upgrades. Recommend, schedule, and perform network improvements, upgrades, and repairs

11 Researches and evaluates new technologies.

12 Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Personal Attributes

· Strong customer service orientation.

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

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

· Strong interpersonal, written, and oral communication skills.

· Able to communicate effectively with external customers and partners.

· Proven analytical and problem-solving abilities.

· Experience working in team-orientated, collaborative environment.

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

Knowledge and Experience

· Extensive knowledge of commonly-used concepts, practices, and procedures in the Information Technology field.

· Proven experience working on Cisco Routers, Switches, Fortinet FortiGates and FortiSwitches.

· Working technical knowledge of dynamic routing methodology, including but not limited to BGP, OSPF, EIGRP, route redistribution between protocols and SDWAN.

· Working technical knowledge of Point to Point, VPN (IPSec and GRE) and MPLS concepts with practical application.

· VPN/Firewall hardware installation, management, configuration and troubleshooting in multi-platform environments.

· Extensive knowledge of TCP/UDP protocols, IP Subnetting, SNMP, STP, VTP, QOS and VLAN’s.

· Knowledge of firewall technologies, best practices and configuration methods.

· Knowledge of Linux administration is a plus.

· On call availability for escalated problems and ability to telecommute via VPN.

· Cisco CCNA/CCNP, Fortinet NSE4/NSE5/NSE7 certification is a plus.

· 5 years verifiable experience managing a multisite corporate network.

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

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

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

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

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

SUMMARY:

Coaches and develops team of agents/representatives to achieve their individual performance goals as well as team goals 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 team of agents/representatives to achieve performance objectives

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

4 Supervises the daily activity of team by monitoring, coaching and developing each 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/ACT’s

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

SUPERVISORY RESPONSIBILITIES:

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

Knowledge of:

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

Ability to:

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

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 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 sit, stand, talk, hear and respond. The employee is frequently required to use their hands to handle or control electronic devices. The employee is occasionally required to 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.

Job Type: Full-time

Salary: $30,000.00 to $40,000.00 /year

SUMMARY

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

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

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

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

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

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

EDUCATION and/or EXPERIENCE

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

Physical Security Manager

Job Description

Version 1

Title

Physical Security Manager

Reports to

Chief Security Officer

Description

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

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

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

Responsibilities

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

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

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

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

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

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

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

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

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

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

• All entrances and exits

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

• Show all areas monitored by cameras

• All high security areas and clean rooms

• All security guard postings

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

• Any closed-circuit sensors on windows

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

• Any panic bars

• Any concrete barricades

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

• Maintain and audit badge access logs

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

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

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

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

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

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

• Maintain all Security Camera Systems

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

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

• Maintain all alarms systems

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

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

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

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

Position Requirements

Formal Education & Certification

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

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

Knowledge & Experience

Personal Attributes

·         Strong interpersonal, written, and oral communication skills.

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

·         Ability to present ideas in user-friendly language.

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

·         Proven analytical and problem-solving abilities.

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

·         Strong customer service orientation.

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

Work Conditions

·         Sitting for extended periods of time

·         Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects

·         Physically able to participate in training sessions, presentations and meetings.

·         Ability to lift up to fifty pounds unassisted

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

Physical Security Manager

Job Description

Version 1

Title

Physical Security Manager

Reports to

Chief Security Officer

Description

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

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

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

Responsibilities

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

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

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

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

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

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

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

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

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

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

• All entrances and exits

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

• Show all areas monitored by cameras

• All high security areas and clean rooms

• All security guard postings

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

• Any closed-circuit sensors on windows

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

• Any panic bars

• Any concrete barricades

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

• Maintain and audit badge access logs

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

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

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

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

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

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

• Maintain all Security Camera Systems

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

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

• Maintain all alarms systems

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

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

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

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

Position Requirements

Formal Education & Certification

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

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

Knowledge & Experience

Personal Attributes

·         Strong interpersonal, written, and oral communication skills.

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

·         Ability to present ideas in user-friendly language.

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

·         Proven analytical and problem-solving abilities.

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

·         Strong customer service orientation.

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

Work Conditions

·         Sitting for extended periods of time

·         Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects

·         Physically able to participate in training sessions, presentations and meetings.

·         Ability to lift up to fifty pounds unassisted

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

 SUMMARY:

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

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

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

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

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

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

 EDUCATION and/or EXPERIENCE:

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

 LANGUAGE SKILLS:

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

 REASONING ABILITY:

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

 CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver's license or other Government issued ID.

Additional Industry Standard Certifications preferred

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

 While performing the duties of this job, the employee is regularly required to sit for up to 4 hours.  The employee frequently is required to use hands and reach with hands and arms; stoop, kneel, or crouch; and talk and hear.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

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

 While performing the duties of this job, the employee regularly works in inside environmental conditions.  The employee is occasionally exposed to moving mechanical parts; and risk of electrical shock.  The noise level in the work environment is usually moderate.

SUMMARY: 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.

Summary

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

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and operational and performance requirements of overall system.
• Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

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

Knowledge Of:

• Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
• Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
• Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

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

Reasoning Ability:

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

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

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

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

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

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

Summary

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

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and operational and performance requirements of overall system.
• Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

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

Knowledge Of:

• Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
• Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
• Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

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

Reasoning Ability:

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

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

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

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

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

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

Summary

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

Essential Duties And Responsibilities:

• Maintains the CRM systems support and updating functions.
• Monitors end-user usage of systems and performs daily administrative tasks.
• Analyzes application requirements to determine feasibility of design within time and cost constraints.
• Consults with other IT staff to evaluate interface between hardware and software, and operational and performance requirements of overall system.
• Formulates and designs applications, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
• Develops and directs CRM application testing procedures, programming, and documentation.
• Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

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

Knowledge Of:

• Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.
• Voice Technology knowledge like VOIP, PSTN, and Voice protocol knowledge eg. SIP, H.323, RTP, RTCP etc . Codec being used: like G.711, G.729, G.723 etc.
• Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

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

Reasoning Ability:

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

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

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

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

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

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

SUMMARY:

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

QUALIFICATIONS: 

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

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

Customer Service Specialist

Job Title: Customer Service Specialist

Department:  Operations

Reports To: Sales Coach

Location: Rusk 

Summary:

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

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

As a Customer Service Specialist, you’ll:

·         Handles customer service inbound and outbound telephone calls

·         Must meet daily performance metric requirements which include talk time, average handle time, login adherence and quality guidelines for all calls

·         Works with customers on a daily basis to sustain and improve business relationships

·         Supports customer growth by asking for the business with every inbound call

·         Assists in managing customer retention activities by serving as liaison between customer and Service Center to ensure customer needs are being met

·         Participates in outbound calling campaigns to retain existing customers and regain lost customers            

Requirements

Bring it. You're qualified if you:

·         Must have HS Diploma/GED

·         Must have customer service experience (1 yr for CS team)

·         Prefer insurance experience including sales, adjusting, customer service and/or office staff in insurance agency

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

·         Prefer 6 months experience in call center

·         Must be able to multi-task utilizing multiple online systems at one time

·         Must be very confident

·         Ability to work in an environment that changes rapidly

·         Must pass background check with no felonies and no financial charges

·         Background Checks. Contractor shall perform pre-employment and post-employment background checks covering criminal activity for the previous five years on all resources prior to presenting them to the client for consideration.  Contractor warrants that all resources provided hereunder shall have passed such background checks, and shall not have been convicted of any felony or any financial crime during placement or for the five years prior to placement with the client.  Contractor shall notify the client immediately in writing of any criminal or negative credit activity of its resources discovered during the performance of its obligations under this Agreement. 

SUMMARY

Keeps call center in clean and orderly condition by performing the following duties.

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

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

Job Summary:

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

Essential Duties and Responsibilities:

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

Qualifications and Requirements:

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

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

 Education and Experience:

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

SUMMARY

Operates multi-line telephone system on platform to answer incoming calls and directs callers to appropriate personnel by performing the following duties.

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

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

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

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

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

EDUCATION and/or EXPERIENCE:

No educational or experience factors are considered at the time of hire.

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

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

While performing the duties of this job, the employee is regularly required to sit and talk and hear.  The employee frequently is required to 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, 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 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.

Summary:

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

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

As a Customer Service Specialist, you’ll:

·         Handles customer service inbound and outbound telephone calls

·         Must meet daily performance metric requirements which include talk time, average handle time, login adherence and quality guidelines for all calls

·         Works with customers on a daily basis to sustain and improve business relationships

·         Supports customer growth by asking for the business with every inbound call

·         Assists in managing customer retention activities by serving as liaison between customer and Service Center to ensure customer needs are being met

·         Participates in outbound calling campaigns to retain existing customers and regain lost customers            

Requirements

Bring it. You're qualified if you:

·         Must have HS Diploma/GED

·         Must have customer service experience (1 yr for CS team)

·         Prefer insurance experience including sales, adjusting, customer service and/or office staff in insurance agency

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

·         Prefer 6 months experience in call center

·         Must be able to multi-task utilizing multiple online systems at one time

·         Must be very confident

·         Ability to work in an environment that changes rapidly

·         Must pass background check with no felonies and no financial charges

·         Background Checks. Contractor shall perform pre-employment and post-employment background checks covering criminal activity for the previous five years on all resources prior to presenting them to the client for consideration.  Contractor warrants that all resources provided hereunder shall have passed such background checks, and shall not have been convicted of any felony or any financial crime during placement or for the five years prior to placement with the client.  Contractor shall notify the client immediately in writing of any criminal or negative credit activity of its resources discovered during the performance of its obligations under this Agreement. 

Would you like to apply for this job?

Job Summary:

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

Summary Of Essential Job Functions:

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

·         Research account status and identify account issues

·         Address billing inquiries and resolve billing disputes

·         Process disconnection and reconnection requests

·         Enroll customers and resolve enrollment issues

·         Provide price quotes to prospective customers

·         Follow up with customers to attain required account information

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

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

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

·         Track performance against targets

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

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

Minimum Requirements:

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

·         Bilingual (English/Spanish) strongly preferred

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

·         Previous sales experience required

·         Experience in natural gas retail market preferred

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

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

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

·         Excellent listening skills

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

·         Attentive to detail and committed to high quality customer service

·         Strong quantitative, analytical, and problem solving skills

·         Willingness to identify problems and suggest process improvements

·         Proficiency in Windows environment and MS Word and Excel applications

·         Solid data entry skills

SUMMARY:

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

QUALIFICATIONS:

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

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

1 Handle all issues with diplomacy, tact, and respect.

2 Provide quality service to clients through thorough knowledge of products and services.

3 Enter data into computer database system.

4 Build strong relationships with team leader and team members.

5

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

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

7

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

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

9

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, enter information into computer program, and learn new products and services to help determine if a ticket can be suppressed safely or not and read a map. Needs to be very

detail oriented and capable of piecing together information from several different applications at one time to match up to make a decision.

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

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

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

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

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

Summary :

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

As an Etech Online Chat Representative, you will:

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

When you join Etech, we will:

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

Requirements:

Bring it. You’re qualified if you:

• Are at least 18 years old
• Typing speed 50 wpm
• Have a high school diploma or equivalent required
• Have excellent verbal, written, listening skills and know your way around a keyboard
• Love to help people
• Are ready to be part of a team and contribute to Etech’s success
• Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time
• Are a go-getter with excellent research and customer service problem-solving skills
• Excellent with Word, Excel, and Window
• Can pass a criminal background check and a drug screen

Salary:

Summary:

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

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

Essential Responsibilities:

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

Core Competencies/Skill Set:

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

Education And /or Experience:

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

We expect you to:

• Be Flexible in working hours which is a must.

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

QUALIFICATIONS:

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

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

SUPERVISORY RESPONSIBILITIES:  None

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

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

EDUCATION and/or EXPERIENCE:

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

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

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

REASONING ABILITY:

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

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

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

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

WORK ENVIRONMENT:

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

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

SUMMARY

Facilitates many of the basic HR operations including administering HR policies and procedures related to the on-boarding of employees, and archival of permanent records (employee, financial, and historically valuable documents) while insuring compliance with state and federal laws; Provides HR support to assigned center, working with Operations leadership on center-wide activities; Handles clerical tasks and oversight of front desk responsibilities.

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

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

SUPERVISORY RESPONSIBILITIES

None at this time.

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.

Ability to:

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, resolve conflict, use discretion, learn additional technology applications such as in-house payroll/employee system, successfully interface with clients (internal/external), understand customer service orientation, meet schedules and timelines regarding hiring practices.

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) from two-year college or minimum two years related experience and/or HR training. Previous HR management experience and/or current enrollment in study program for HR certification preferred.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and business correspondence. Ability to speak effectively and use proper grammar with groups of customers or employees to present information and respond to questions.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to calculate figures 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 define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver's license or other Government issued ID.

PHYSICAL DEMANDS 

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

While performing the duties of this job, the employee is frequently required to sit; 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 10 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT 

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

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

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

Responsibilities

·            Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support

·            Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion.

·            Liaise with technical security stakeholders on an ongoing basis.

·            Set and continually manage technical project expectations with team members and other stakeholders.

·            Conduct security audits of information systems against policy/process as defined within Etech documentation and required for ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.

·            Plan and schedule security audit timelines

·            Determine the frequency and content of audit reports, analyze results, and remediate problem areas.

·            Review and evaluate audit findings and make recommendations on improving security and audit preparedness

·            Create audit remediation plans along with members of the cyber security and technical teams and establish timelines for completion

Position Requirements

Formal Education & Certification

·         University degree in the field of computer science/technology management and/or 2+ years related work experience.

·         Certifications in Cyber Security and/or Technology fields a plus.

Knowledge & Experience

·         2 years’ direct work experience in a technical environment

·         Familiarity with security audit and/or standard audit practices

·         Ability to conduct technical security audits for complex information systems

·         Ability to analyze information systems and technical specifications against defined security control standards and identify deficiencies and remediation strategies

·         Experience with network security, vulnerability management, incident response

·         Knowledge of emerging cyber security trends

·         Familiarity with Change Management practices

·         General knowledge of network system Functionality (Firewalls, Switches, Routers, etc.)

·         Database and operating systems experience with Microsoft products a plus.

·         Technically competent with various software programs, such as Microsoft Office products, SQL, etc.

·         Familiarity with security software such as Anti-Virus, Anti-Malware, Web Filtering Technology, Encryption methods and standards

·         Familiarity with industry security standards such as ISO 27001, PCI-DSS, HIPPA, Privacy Shield, etc. a plus

Personal Attributes

·         Experience at working both independently and in a team-oriented, collaborative environment is essential.

·         Can conform to shifting priorities, demands and timelines through analytical and problem solving capabilities.

·         Reacts to project adjustments and alterations promptly and efficiently.

·         Flexible during times of change.

·         Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.

·         Persuasive, encouraging, and motivating.

·         Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.

·         Possession of excellent analytical skills

·         Strong written and oral communication skills.

·         Strong interpersonal skills.

·         Adept at conducting research into project-related issues and products.

·         Must be able to learn, understand, and apply new technologies.

·         Customer service skills a must.

·         Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

 
Work Conditions

·         Sitting for extended periods of time.

·         Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.

·         Physically able to participate in training sessions, presentations, and meetings.

·         Travel may be required for performing site audits, meeting with clients, stakeholders, or offsite personnel/management.

·         Must be able to pass background check.

SUMMARY:

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

QUALIFICATIONS: 

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

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