Support Analyst Jobs

Location of office: Belmont House, Dartmouth

Hybrid: At least 3 days per week in office

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.

We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

Duties Include

This position is accountable for the administration, maintenance and analysis of all Contact center technology, systems and applications including but not limited to IVR, ACD, inbound and outbound campaigns, Click to Chat, Reporting Platforms, Workforce management and call recording software.

• Ensure all contact center technology system and process documentation is created and kept current
• Manage and maintain call recording application to ensure it meets the operational needs
• Work with application vendors, IT, and engineering to apply patches and perform upgrades to Contact center applications as needed by the business or recommended by the vendor
• Develop, design and create, skills-based routing and call control tables for all applications within the ACD including Customer Care, AR and other corporate departments using the ACD.
• Work with other departments including corporate IT, Telephone Network operations or the NOC as needed to resolve technology issues and restore customer care technology
• Support the routing of Voice, chat, and SMS interactions by planning, designing and implementing interaction call flow mapping, application scripting, menu design, and customer messaging on the IVR for Customer care and any other departments using the IVR system
• Assist operational contact center staff and triaging and addressing individual agent issues with PCs and logins as required, and coordinating with IT on resolutions
• Administer user profiles within all Contact center technology and assist, as needed, other departments to do the same.
• Monitor uptime and support restoration of all Customer Care technology applications, and Coordinate and support outage management activity for all Customer Care technology, and act as the first point of contact for any system issues within the contact center and any other departments sharing the technology

What You Will Bring

• Experience with
• College diploma and technical certification in Systems and Network Administration or Information Technology and Systems, or a related field
• Knowledge of contact center procedures
• Application maintenance
• Object oriented programming

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

Get your career started with us and stay with us, your journey begins here!