Contact Center Engineer Level 1

Position: Contact Center Engineer Level 1

Salary:  $27.88 - $32.21/hr  d.o.e. *Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.

Location: Remote OK - If living within 31 miles of Tustin, CA or Austin, TX will need to be able to work a hybrid schedule

Disclaimer:  Identity Verification checks are in place throughout the Candidate journey to prevent candidate fraud.

Position Summary:

 Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software, or network problems.

Duties and Responsibilities:

• Create and update User Accounts for Contact Center Systems – Genesys, RighFax, Televoice, etc..
• Support end users with contact center needs including desktop software support and hardware support
• Manage trouble tickets according to company established SLAs
• After hours and weekend support occasionally required
• Work with contact center related vendors to resolve issues
• Track and manage Contact Center assets
• Assist with optimizing existing processes

Desired Competencies:

1. Demonstrated ability to prioritize tasks and manage time wisely.
2. Ability to work independently, analyzes data, and recommend appropriate actions with minimal supervision.
3. Superior analytical, organizational, and problem-solving abilities.
4. Resolution oriented with the ability to work in a team environment.
5. Ability to work successfully in a fast-paced, high-pressure environment.
6. Excellent written and oral communication and customer service skills.
7. Good Documentation skills
8. Ability to communicate effectively verbally as well as written
9. Basic knowledge of Microsoft products
10. Basic end user network trouble shooting

Desired Education/Experience:

1. High School Diploma or equivalent.
2. 2+ years’ experience desktop support

Pay Transparency Disclosure

If based in New American Funding’s offices, this role has the annual base salary range stated below.   

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

New American Funding offers competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave , mental health & wellness benefits, and generous PTO. New American Funding also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. New American Funding’s compensation and benefits are subject to change and may be modified in the future.

Other Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

[EOE/M/F/D/V. Drug-free workplace.]

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.  Must be able to lift up to ten pounds.  Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.  VISION:  See in the normal visual range with or without correction.  HEARING:  Hear in the normal audio range with or without correction.

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