Generac Power Systems

  • System Support Specialist

    Job Locations US-WI-Waukesha
    Job ID
    # of Openings
    Posted Date
    1 month ago(5/21/2018 2:41 PM)
    SalesSup - Sales Support
  • Overview

    Generac Power Systems –Work with the leader in the power industry! Our office in Waukesha, WI is seeking a System Support Specialist.


    The System Support Specialist is responsible for leading Generac's telephony optimization efforts. This individual is focused on providing training, technical and operational support to ensure long term performance of soft phone performance.


    This individual will also be responsible evaluating customer contact data/analytics in order to identify potential project opportunities where process improvement can significantly improve sales penetration, efficiencies, quality, competitive positioning and/or overall customer satisfaction.


    Essential Duties and Responsibilities:

    • Primary resource to update telephony settings as needed for normal business operations, holidays and emergency management events.
    • Perform daily uploads, downloads, and importing of all data necessary to develop and deploy outbound dialer calling campaigns.
    • Track all outbound and inbound dialer activity, including “real-time” monitoring of dialer campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized and dialing campaigns are successfully executed.
    • Based on dialer performance data, provide daily reporting to department leaders and collaborate to determine most effective contact strategy. Test new strategies using “Champion/Challenger” Methodology.
    • “Real-time” monitoring of all telecom infrastructures to ensure it is operational.
    • Monitors capacity of system and works cross functionally and with third party vendor to support deployment of hardware and software upgrades.
    • Assists with other business technology projects in other areas of Servicing as needed.
    • Communicate effectively with business management concerning dialer capabilities and execution of contact strategies.
    • Inform all stakeholders of incident occurrences and provide periodic status and resolution ETA.
    • Work directly with hardware and software vendors regarding resolution of application bugs and other systems issues, holding them accountable for service level standards.
    • Manage hardware and software configurations and maintain systems documentation in Enghouse, Avaya, Velaro, and Sennheiser.
    • Collaborate with business partners and stakeholders, both internal and external, to research and evaluate new technology and processes to meet current and future business needs including optimization opportunities within the existing platform (i.e. web chat, email routing, etc.).
    • Works cross functionally to oversee the implementation and configuration of new and upgraded systems (patches and releases). Run tests to ensure that systems meet success metrics. Provide documentation and training across impacted organizations.


    Basic Qualifications:

    • Bachelor’s Degree OR equivalent experience;
    • 2 - 3 years of telecommunications and (or) infrastructures multi-platform systems

    Preferred Qualifications:

    • 2 – 3 years of Microsoft office experience
    • 2 years of experience in Enghouse, Avaya Contact Center, Genesys, InContact, Shoretel, or I3 (Interactive Intelligence.

    Physical Demands: 

    While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.  The employee is regularly required to stand and walk.  On occasion the incumbent may be required to stoop, bend or reach above the shoulders.  The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel up to10%.


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