IT Support Specialist

1 day ago


Sunderland, Sunderland, United Kingdom This is an IT support group Full time

Job Summary:

We are seeking a highly skilled IT Support Specialist to join our team at ATG Entertainment. As a key member of our contact centre operations team, you will play a critical role in ensuring the smooth operation of our systems and providing exceptional customer service.

Key Responsibilities:

  • Manage and maintain contact centre software applications, including automatic call distributors (ACDs), interactive voice response (IVR) systems, chat platforms, and workforce management tools.
  • Liaise with third-party vendors and service providers to ensure smooth operation of contact centre systems.
  • Monitor system performance and health in real-time.
  • Oversee the analysis of contact centre data and metrics to gain insights into agent performance, customer behaviour, and operational efficiency.
  • Ensure that contact centre systems comply with data protection regulations and security best practices.

About the Role:

This is an exciting opportunity for an experienced customer service professional looking to move into a technical support role. You will work closely with our finance teams to align staffing plans with budgetary constraints and goals.

Requirements:

  • Experience in customer service and engagement approaches.
  • Knowledge of automatic call distributors (ACDs), interactive voice response (IVR) systems, chat platforms, and workforce management tools.
  • Experience analysing data and preparing reports to key stakeholders.
  • Experience managing staffing plans to align with budget and business goals.

Benefits:

  • myStrength Mental Wellbeing App
  • WeCare Support Services
  • Theatre Tickets (Subject to Availability)
  • ATG+ Membership
  • Staff Discounts
  • Pension
  • Access to ToothFairy - Dental access and guidance from home
  • Opportunities for internal progression/secondments to other departments within the Group


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