Business Support Liaison
|Company:||Dialog Direct||Location:||Highland Park, Michigan, United States|
|Posted:||Monday, May 23, 2016|
Business Support Liaison
|Location:||Highland Park , MI|
|Employment Type:||Full Time|
|Description:||Responsible for System and ID administration, new user uploads, and issue resolution related to the contracted Services. This role is responsible to login and utilize the Jabber Instant Messenger for unified and real-time communication. BSL is responsible for designating a trained backup for outage tracking and communication in the event that the BSL is not available.
In the event there is Business Support Liaison attrition during the project timeframe, the Vendor is required
to replace the position and fulfill job responsibilities until a new Business Support Liaison has
completed training. It�s expected the Business Support Liaison will participate in the Ramp calls and support the Account Manager with training class details.
All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States
|Duties:||Responsibilities include, but are not limited to:
� Is the site-level systems and ID contact between Vendor and the client
� Provide system and ID support and readiness
� Provide troubleshooting assistance to Agents/Representatives
� Coordinate Agent/Representative ID tracking and issuance
� Communicate new, termed and changes in Agent/Representative status to the client
� Manage system issue tracking, escalation and resolution support
� Coordinate all access, change, and term requests for those working on the client
|Qualifications:||� Preferred background in contact center operations.
� IT service and support management
� Contact Center process and support knowledge
� High degree of customer service skills
� High degree of communication and project management skills
� Sense of urgency and ability to influence and negotiate
� Ability to quickly prioritize and analyze impact of issues
About Dialog Direct
Dialog Direct provides end-to-end marketing and customer engagement solutions that create WOW experiences between brands and consumers. By combining technology with a passionate, innovative culture, we enhance each stage of the customer lifecycle with customer insights, digital and direct marketing, e-commerce and fulfillment, and customer service and sales solutions that build long-term customer relationships.
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