Scripting Specialist Client Solutions

Job Description

Job Description

Job Description

Scripting Specialist-Client Solutions
Job Type: Full-Time
Hours: Days/after hours as needed
Salary: $30-$40K DOE
Benefits available after 60 Days for full-time employees

About AnswerNet

AnswerNet is a leading provider of customer engagement and contact center solutions across the United States and Canada. With over 31 contact centers and 10,000+ satisfied clients, we handle more than 125 million interactions each year. Our services include telephone answering, appointment setting, customer support, sales, lead qualification, third-party verification, market research, and more.

Summary

Reporting to the Manager of Scripting, the Scripting Specialist is responsible for developing, maintaining, and supporting client-specific solutions and configurations within the call center’s core technology stack (Scripting, IVR). Specifically, you will analyze, configure, update, and maintain basic call routing scripts and agent script configurations for our clients in an efficient and documented method, allowing us to quickly deploy operational changes.

Job Duties / Responsibilities / Essential Functions:
● With direction and utilizing documented requirements, you will configure, update, and document basic call flow solutions using our existing telephony platform and scripting tools.
● Working with various teams in order to ensure understanding of requirements for script changes.
● Creation of minor updates and changes for IVR and web-based systems written in scripting languages or basic code (e.g., .NET, JavaScript).
● Create and execute simple test plans, and work with internal users to obtain approvals for new IVR configurations and script changes.
● Ensuring configuration files and scripts are stored in the proper repositories.
● Creation of documentation on all new configuration changes and minor solutions.
● Troubleshooting bugs and issues with existing IVR scripts and basic call routing logic.
● Ensuring all solutions created are using existing methodologies and standards.
● Document work through Incidents & Requests in the ITSM platform.
● Ensure proper testing and UAT is performed on all new solutions and changes to existing solutions.
● Be on call 24/7 for emergency duties when necessary.
● Other duties as assigned.

Required Knowledge /Skills / Abilities / Qualifications:
● Great attention to detail
● Communication and Interpersonal Skills:
● Excellent communication skills, both written and verbal.
● Ability to work effectively with stakeholders at all levels.
● Analytical and Problem-Solving Skills:
● Strong analytical skills to assess data and drive decisions.
● Ability to quickly identify and resolve issues.
● Call Center experience considered beneficial
● Ability to multitask and adapt quickly to changing work conditions in a fast-paced environment
● Self-motivated with excellent time management
● High energy and positive attitude
● Basic knowledge of VSCRIPT coding structures.
● Programming experience in Java, PHP, .NET considered an asset.

Education and experience

● High School Diploma or equivalent. A degree or certificate in a technical field (Computer Science, Math, etc.) is beneficial.
● 6-12 months of related experience