by twochickswithasidehustle | Feb 22, 2024 | Uncategorized
At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
The Senior Web Manager is responsible for the overall management and execution of web projects, including development and implementation. The ideal candidate will have a strong understanding of web development principles and best practices, as well as experience in managing and leading teams.
RESPONSIBILITIES
- Identifies opportunities for system enhancements, including technology upgrades, multimedia applications, database interactions and data modeling tools.
- Manages the function responsible for researching, tracking and understanding new web technologies and providing leadership for development of service applications and analyzing business requirements as they pertain to intranet and external Internet-related systems.
- Work with stakeholders to gather requirements and define project scope
- Develop and maintain the website content management system (WordPress)
- Monitor website performance and analytics to identify opportunities for improvement (including SEO related)
- Work with the marketing team to develop and execute website marketing campaigns
- Provide technical support to CMS users
- Train website users on how to use the CMS
- Stay up-to-date on the latest web development trends and technologies
QUALIFICATIONS
- Bachelor’s degree in computer science, information technology, or a related field
- 5+ years of experience in web development
- Experience in managing and leading web development teams
- Strong understanding of web development principles and best practices
- Experience with a variety of web development tools and technologies, including HTML, CSS, JavaScript, and PHP
- Experience with a CMS, such as WordPress
- SEO / SEM & Analytics Practiced with SEO methodology and tools ability to analyze and solve technical SEO issues
- Strong analytical and problem-solving skills
- Excellent communication and teamwork skills
- Ability to work independently and as part of a team
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
by twochickswithasidehustle | Feb 22, 2024 | Uncategorized
otal funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
Talkdesker: YOU!
RESPONSIBILITIES:
Answer technical support requests via email, chat, and phone;
Help guide customers through the setup process;
Collaborate with our engineering team to solve more complex issues;
Identify, document and follow up with engineers on product bugs and features;
Update knowledge base and troubleshooting documentation for internal and customer use;
Act as a liaison between engineering, customer success and sales on technical issues affecting our customers.
REQUIREMENTS:
Fluent in English;
Excellent written and verbal communication skills;
Previous experience in a client-facing technical role for a product business;
Strong problem-solving, decision-making, and critical-thinking skills;
Ability to make sense of something complex and explain it in plain English;
Professional, courteous and committed to provide amazing customer support;
Open-minded, positive and keen to learn;
Great attitude, team player;
Willing to work flexible hours;
Keen to mentor and help train junior team members;
College degree.
BONUS REQUIREMENTS:
Fluent level in other languages (preferably Spanish, French or German);
Degree in a technical subject;
Knowledge of IP Telephony;
Experience diagnosing QoS issues;
Experience with call center technology such as IVRs ;
Experience with Salesforce as an admin or developer.
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
by twochickswithasidehustle | Feb 20, 2024 | Uncategorized
WHO WE ARE:
Building on its rich heritage, Zinnia is transforming the way life and annuity products are created, sold, and administered – from lead to origination to claims – through Zinnia Open Insurance. We’re addressing the new realities of the marketplace, and we understand what consumers want and deserve: a great experience from the moment they consider these products until their policies pay out.
Zinnia Open Insurance is advanced data-driven technology that accelerates innovation, enables unrivaled speed-to-market, deepens relationships with policyholders, and empowers better risk-based outcomes. Open transforms the end-to-end experience to make everything faster, more transparent, and more collaborative for consumers, carriers, and advisors. Zinnia is a new tech company, but we’re not new to insurance. We’re L&A experts and technology innovators building Open Insurance to power exceptional experiences that evolve ahead of the marketplace. We’re Zinnia. And we’re Open. Join us, and experience Life, More Open.
WHO YOU ARE:
The Client Support Specialist (CSS) will provide oversight and advice to the Account Manager, Delivery Lead, Program Manager/PM, Operational Lead and Client Operations Analyst on production items from intake to resolution and development of new processes/support. CSS’s will report and facilitate incident and change items directly to the External client; and provide assistance to our Internal teams in the mitigation and resolution of items.
Client Support Specialists are liaisons between Information Technology, Incident Management, Finance, Operations, Management, External clients etc. and are responsible for facilitating the flow of information between departments.
WHAT YOU’LL DO:
- Drive resolution of production related items by oversight across both Incident Management and Client Delivery Team with a sense of urgency.
- Completing research and providing analysis as needed to support Management in decision making
- Facilitating the development and execution of proposed business and technical solutions
- Assist in the research and investigation of escalated production items and engage teams for resolution
- Assist in identifying, developing and executing continuous improvement opportunities
- Facilitating business needs and priority identification
- Track production items through completion while providing regular updates to both internal and external customers
- Provide project management, as needed, of production items that are being remediated by the Client Delivery Team
WHAT YOU’LL NEED:
- A bachelor’s degree in Computer Information Systems, Business Administration, or a related field; or a high school education and equivalent work experience in business analysis and application development
- Advanced knowledge of SQL, client/server, and network environments
- Advanced Microsoft PC software experience (i.e., Excel, Word)
- Excellent written, oral and interpersonal communication skills
- Advanced troubleshooting skills
- Ability to lead and mentor teammates to ensure constant improvement
- Advanced understanding of multiple software applications
- Customer service skills with strong relationship management skills with the ability to interact positively and successfully with all level of associates and managers to meet business needs
- 5+ years’ work experience or an education in systems or quantitative analysis and business solutions development required
- Established Annuity and Life Insurance industry-related knowledge
- 5+ years’ experience in Annuity, mutual funds, financial services, or life insurance work experience preferred
BONUS POINTS:
- Experience in project management preferred
by twochickswithasidehustle | Feb 20, 2024 | Uncategorized
THE PERSON
Are you a detail-orientated customer advocate who loves to learn and is fulfilled by solving problems? Do you consider yourself an articulate, concise communicator who builds trust and buy-in by exuding empathy for our clients and teammates? If you are a self-driven, persuasive, passionate and customer-focused technical specialist with a knack for visualizing solutions, then we want to talk to you!
Our ideal Help Desk Specialist candidate is:
- Honest, Patient, Accountable, Open-minded
- Approachable – You are high-energy, friendly, and are comfortable with a high volume of tasks and customer interactions. You are always anticipating customer needs and enjoy the idea of what’s next.
- Curious – You’re a good listener who wants to peel back the layers of a problem rather than jumping to conclusions. You feel comfortable asking targeted questions that will get to the heart of any issue.
- Coachable – You’re energized by verbal interactions and passionate about continuous learning and improvement. You’re thirsty to learn more about our products and how they work and are unafraid to dive into the tech side of our company.
- Adaptable – You’re a natural multi-tasker and critical thinker who is comfortable with different communication styles and the unknown. You like challenge and surprise and understand how tech and apps can be skillfully applied to solve a business problem.
- Professional – You emanate a positive attitude, take pride in your work, and boast excellent written communication skills.
- Problem-Solver – You’re skilled at troubleshooting problems, identifying the causes of those problems, and providing innovative solutions.
Our culture values dedicated team players who seek to communicate actions that implement solutions. We are looking for someone who believes in small businesses and the impact they have on society, and who enjoys the responsibility of making daily contributions. Our ideal candidate is willing to acquire deep product knowledge to problem solve and support the rollout of upgrades and enhancements. You’ll fit right in if you love technology, thrive on building relationships, take pride in happy customers and gain fulfillment in helping others!
RESPONSIBILITIES
The job responsibilities of the Help Desk Specialist position include, but are not limited to:
- Receive inbound support calls and online chat inquiries from customers to configure call routing and answer feature and phone questions
- Communicate using phone, chat, screensharing, email and other technologies
- Make outbound calls to customers to test all configuration changes and follow-up with the customer on questions and configuration changes
- Conduct ad-hoc customer portal and phone training
- Work within a ticketing system to document customer interactions and the resolution of issues
- Effective working in a virtual working environment
- Suggest features and solutions that our products provide, to anticipate customer needs
- Ensure customer delight by seeking to understand the issue, quickly resolving the issue, and following up to make sure the issue is resolved
QUALIFICATIONS
Required:
- 2+ years’ experience troubleshooting in a customer-facing role
- 1+ years working with Cloud-based software
Preferred:
- Networking, IT or telecommunications certification or equivalent work experience
- Professional experience using VOIP technology including SIP, RTP, QoS, codecs
WORKSITE
- The Help Desk Specialist position is fully remote with company-sponsored visits to our Michigan headquarters.
- Every team member has the option to work in our Southfield, Michigan office when they believe it beneficial to do so.
THE COMPANY – Clarity Voice
Clarity Voice is one of the pioneers of cloud-based VoIP phone systems, and our dedicated team is the reason behind our success.
We offer profit-sharing bonuses, a 401K matching program, medical, dental, and vision plans, and many other benefits. We value a work-life balance and support flexible work schedules, telecommuting, and offer a generous paid time off package. Our professional development program helps our employees advance their skills and grow their careers. We provide coaching, mentoring, and training events to help them realize their greatest potential.
We’re not all work and no play though – we celebrate birthdays, life events, and professional accomplishments, and are always open for new ideas to engage with each other. We have quarterly state of the company meetings to keep everyone abreast of new upcoming initiatives, customers, and ideas as well as congratulating team members for their contributions and informing them of organizational accomplishments. We also conduct engagement multiplier surveys to ensure our team members have a voice, YOU suggest, and WE listen. We encourage a collaborative team environment.
To encourage career growth, we have instituted a Badge program and have a knowledge-based company wiki to help us stay on the leading edge of technology. We utilize Slack to communicate in the remote environment, so our team never feels alone, and we love supporting a positive, collaborative working environment.
At Clarity Voice, we are passionate about serving our customers and doing the right thing. We’re a values-based company where culture is everything. We value each individual for their unique character traits and believe our culture is defined by the people who are part of it. The Clarity team is bound by a Code of Values and supports the company’s vision of becoming the most respected, most referred cloud phone company in North America.
WHY Clarity Voice?
Clarity Voice stands out because of our culture and core values:
- Dedicated – do whatever is needed to get it done, finding satisfaction in your accomplishments
- Continuous Improvement – be willing to evaluate and seek to be better
- Serve Before Gain – assist without expecting a return on your personal investment
- Do the Right Thing – apply the Golden Rule, even when no one is around to see it
- Humbly Confident – be self-assured but know when to ask for help
- Seek to Understand – appreciate another’s perspective before sharing your own
DIVERSITY AND INCLUSION
As an organization and group of talented team members, we embrace our differences as strengths. We have a zero-tolerance policy for any type of bullying, harassment, or discrimination of any protected classification. We promote an inclusive culture of trust, respect, transparency, and collaboration enriched by our differences in gender, age, ethnicity, personal preferences, disabilities, and lifestyles.
We’re an inclusive group of smart, bright people who are humbly confident, passionate about solving problems and like to share our knowledge. If you’re interested in progressing your career at a company that rewards quality work over quantity and genuinely cares about you and your future, apply now, we would love to learn more about you!
Benefits: Medical, dental, and vision plans; 401k matching program; paid time off, profit sharing, short and long-term disability, and life insurance to name a few.
Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
We look forward to hearing from you!
Key Words: PBX, Telecommunications, Phone, Telephone, IP Telephony Systems, Voice, PSTN, VoIP, Hosted VoIP, Voice over IP, Customer Support, Customer Satisfaction
by twochickswithasidehustle | Oct 5, 2023 | Uncategorized
Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our “Performance for Purpose” philanthropic model. When people work for a company with purpose, they are driven to out-perform.
Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. These positions are work from home in one of the following states: AL, FL, GA, KS, MI, MO, NC, OH, OK, SC, TN, TX
This campaign is for a premier academic partner that improves the lives of people around the world through world-class educational opportunities, groundbreaking research, top-rated health care and agricultural expertise.
Training classes will start 10/16/23
Training Hours will be 7 AM – 3:30 PM MT Monday – Friday
Hours of Operation are 8 AM – 1 AM MT (WILL INCLUDE LIMITED WEEKEND HOURS AND THANKSGIVING DAY)
Early, MID, or Late Shifts available
Pay Rate: $14/hr This is a great seasonal role that can lead to other permanent opportunities with Elevation Connect. This project is scheduled to conclude between 12/02 and 12/08/2023. Due to the short tenure of this assignment, vacation days will not be granted for the duration. Possible extension of role into December.
The primary focus of the Application Help Desk Support Representative is to provide valuable support for students that are applying for admission to our premier academic partner. Application Help Desk Support Representatives help potential students resolve questions surrounding the application process and solve technical issues. Help us be that guiding light for students who need us.
As an Application Help Desk Support Representative, you will be responsible for:
Gathering information, researching/resolving inquiries and logging applicant calls quickly and efficiently
Building an engaging rapport, quickly, with many students throughout the day
Meeting daily, weekly & monthly student interaction goals as well as client expectations
Quickly and concisely answering student questions about admission paperwork, transcripts, payment plans, acceptance, registration, etc.
Mastering our communication systems (phone, e-mail, Microsoft Office Suite and other internet databases)
Help Desk services to include phone calls, emails and chat
Helping potential students with their college application and related questions
Selling the dream of education to students
Answering student questions about admission requirements, the application, technical issues and more
Perform other duties as assigned
Position Requirements
Be at least 18 years of age.
Must pass a criminal background check.
Be available and flexible for a shift during the hours of operation.
Strong organizational and time management skills
Has developed a broad perspective to problems and can identify new, less obvious solutions.
Adaptable to change in a fast paced environment
Completes work with a limited degree of supervision.
Strong verbal and written communication skills
Basic computer skills and knowledge in Microsoft Office Suite Preferred
Previous customer service/sales experience
Must pass typing and basic computer literacy assessment
Work at Home Requirements:
Stable high-speed Internet connection at home, must be able to pass a speed test
Must have a quiet home office with a door, zero background noise
Must have own computer and USB headset
Technology Requirements:
PC
Dual Core CPU (1.5GHz or better)
8GB RAM
20GB Free Disk space o Windows 8.1, or 10
Macs
Intel Core i7, 2.3 Ghz
8GB RAM
Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
Chromebooks and Linux systems are not supported.
High-speed internet
Internet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)]
Latency from agent to data center should be under 150ms one-way.
Wireless connections (wifi) are not supported. Agents should be directly connected to their ISP router through an Ethernet cable.
Wired USB Headset, camera and smartphone (for security ID only) required
Elevation Connect will ALWAYS contact you directly for any information about your application. We will NEVER ask for fees or personal bank information in the interview process. Please be aware of scams.
