AOL TacOps Technical Support Consultant
Company Name:
Sutherland Global Services
Hours: 24/7 avail
Pay: $12/hr
Training: 4 week training
Description:
Provides support to business units, customers and various corporate staff to research, identify and validate business-impacting issues, when applicable identify appropriate parties to engage and notify. Locate needed resources, and drive for timely resolution of identified issues or information. Responds to endemic, systemic, real-time and time-critical issues across complex systems, processes and products. Maintains complete operational and process awareness of key business systems, processes and products. Diligently tracks and supplies detailed reports on impact, progress and roadblocks across all current and previously managed issues or information. Responds to wide variety of situations and circumstances where standard operations and practices have failed to resolve customer, business or support tool issues. Provides data, commentary and advice to product teams to drive product improvements, fixes and other optimizations.
PRINCIPLE REPONSIBILITIES
1. Act as a trusted advisor to the business by providing customer care insights and recommendations derived from data and recommend actions to supported business function
2. Prepare periodic dashboards and custom reports to present data in manner that enables the supported business function to take action
3. Provide technical, process, operational and product support to supported business function, corporate staff and executive leadership.
4. Identify and engage appropriate solution resource(s) according to business function requirements and processes.
5. When directed work outside standard operating procedures to achieve positive results.
6. Actively seek and use real-time, operational and historic data to augment resolution efforts.
7. Seek timely resolution of identified issues and opportunities with key stakeholders.
8. Maintain operational awareness of key systems and business processes critical to support of assigned business functions.
9. Respond to a wide variety of situations and circumstances (known and unknown) where standard operations and practices have failed to resolve customer, business or support issues.
10. Maintain working AOL business process acumen.
Qualifications: KNOWLEDGE, EXPERIENCE, SKILLS
The education level, previous experience, specific knowledge, skills and abilities required to meet the minimum entry-level requirements (not necessarily the incumbents experience or education) for this position. This may include special skills, statues or regulations and department procedures.
Education:
A bachelors degree or equivalent qualification in Statistics, Technology, or any quantitative discipline such as Mathematics, Economics, Market Research, Operations Research, Information Science, Engineering, or Business Administration, from ISI, IIT or equivalent institutions.
Experience: 2 to 4 years related experience
Specialized Knowledge:
o MSOffice Suite Expertise
Skills:
I. Strong Communication skills.
II. Strong Critical Thinking skills.
III. Strong Crisis Management skills.
IV. Strong Personal Leadership skills.
V. Strong Meeting Facilitation skills.
Other:
Loves numbers, puzzles, and finding insights from large, disparate data sets.
Self starter, able to work independently, attention to detail, critical thinking, customer focus, planning, problem solving, result oriented, flexible.
Communication skills to convince project, program and business leads.Estimated Salary: $20 to $28 per hour based on qualifications.
Sutherland Global Services
Hours: 24/7 avail
Pay: $12/hr
Training: 4 week training
Description:
Provides support to business units, customers and various corporate staff to research, identify and validate business-impacting issues, when applicable identify appropriate parties to engage and notify. Locate needed resources, and drive for timely resolution of identified issues or information. Responds to endemic, systemic, real-time and time-critical issues across complex systems, processes and products. Maintains complete operational and process awareness of key business systems, processes and products. Diligently tracks and supplies detailed reports on impact, progress and roadblocks across all current and previously managed issues or information. Responds to wide variety of situations and circumstances where standard operations and practices have failed to resolve customer, business or support tool issues. Provides data, commentary and advice to product teams to drive product improvements, fixes and other optimizations.
PRINCIPLE REPONSIBILITIES
1. Act as a trusted advisor to the business by providing customer care insights and recommendations derived from data and recommend actions to supported business function
2. Prepare periodic dashboards and custom reports to present data in manner that enables the supported business function to take action
3. Provide technical, process, operational and product support to supported business function, corporate staff and executive leadership.
4. Identify and engage appropriate solution resource(s) according to business function requirements and processes.
5. When directed work outside standard operating procedures to achieve positive results.
6. Actively seek and use real-time, operational and historic data to augment resolution efforts.
7. Seek timely resolution of identified issues and opportunities with key stakeholders.
8. Maintain operational awareness of key systems and business processes critical to support of assigned business functions.
9. Respond to a wide variety of situations and circumstances (known and unknown) where standard operations and practices have failed to resolve customer, business or support issues.
10. Maintain working AOL business process acumen.
Qualifications: KNOWLEDGE, EXPERIENCE, SKILLS
The education level, previous experience, specific knowledge, skills and abilities required to meet the minimum entry-level requirements (not necessarily the incumbents experience or education) for this position. This may include special skills, statues or regulations and department procedures.
Education:
A bachelors degree or equivalent qualification in Statistics, Technology, or any quantitative discipline such as Mathematics, Economics, Market Research, Operations Research, Information Science, Engineering, or Business Administration, from ISI, IIT or equivalent institutions.
Experience: 2 to 4 years related experience
Specialized Knowledge:
o MSOffice Suite Expertise
Skills:
I. Strong Communication skills.
II. Strong Critical Thinking skills.
III. Strong Crisis Management skills.
IV. Strong Personal Leadership skills.
V. Strong Meeting Facilitation skills.
Other:
Loves numbers, puzzles, and finding insights from large, disparate data sets.
Self starter, able to work independently, attention to detail, critical thinking, customer focus, planning, problem solving, result oriented, flexible.
Communication skills to convince project, program and business leads.Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
