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CTI Specialist

Date:  Sep 26, 2022

Port Washington, NY, US, 11050

Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over 1.7M industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions and government agencies as well as consumers.

Key Responsibilities

•    Monitor internal alerts in Corporate Helpdesk and collaborate with IT team to resolve issues
•    Work with users and development team on CRM suites issues and help with QA bug testing
•    Hands on experience on Amazon Connect and call flow design
•    Follow-up on outstanding requests and ensure timely resolution for reported issues
•    Provide telephone, and email technical support to all associates
•    Provide users support with CRM, phone system, windows and related issues
•    Assist users with access to network using Active Directory
•    Address issues using Help Desk Kace ticketing system
•    Work with Tech services team to aid associates on standard supported applications: MS Office, Internet Explorer, Antivirus and other supported proprietary applications and systems
•    CTI is a 7 x 24 operation and off hours support may be required; must be available and accessible during off hours at times

Competencies and skills

•    Minimum 3 years professional experience in IT   
•    Experience managing SaaS systems from the IT perspective
•    Prefer experience with cloud systems such as Amazon connect, Telephony, and other CRM or Chat applications
•    Ability to troubleshoot basic software, hardware, and VPN remote access problems
•    Team-oriented attitude with an emphasis on collaboration and fresh idea integration
•    Excellent customer service skills, verbal and written communication skills
•    Ability to work independently and as part of a team
•    Be deadline driven and able to prioritize multiple tasks, handle heavy workloads, organize, analyze and interpret data with high attention to detail
•    Good communication and interpersonal skills
•    Self-starter with the determination to work in a challenging environment.

EEO/AA Statement

Global Industrial, a Systemax Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nearest Major Market: Long Island
Nearest Secondary Market: New York City