Contact Center Production Support Analyst at TripActions

| San Francisco
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At TripActions, “It’s all about the user. All of them.” We’re passionate about providing a seamless one-stop experience for business travelers, no matter how they travel, where they stay, or where they’re going.

We are looking for committed Contact Center Production Support Analyst to assist with the ongoing support of the omni-channel technology solutions for our Customer Support Contact Center, that support the TripActions app used by thousands of travelers on a daily basis. Provide Production Support and Operations for the Contact Center Routing Environment for Voice and Chat via Twillio, WFM and Voice Analytics platforms.You will work closely with a set of talented engineers, product managers, designers and data scientists to identify customer needs and build innovative solutions to solve them.

This position is based out of headquarters in Palo Alto, CA or Contact Center location in Dallas, TX.

What We're Looking For:

  • BS/MS/BA or equivalent
  • Respond to reported support issues in a timely manner 
  • Collect logs related to customer affecting issues and investigate for possible root cause.
  • Resolve support issues through investigation, replication, and troubleshooting.
  • Participate in internal and customer facing calls related to support issues.
  • Interact directly with customers to obtain additional information or to provide status updates or resolutions.
  • Interact with the Vendor Operations team to resolve support issues.
  • Organize and lead conference calls during customer-affecting service interruptions.
  • Become knowledgeable on vendor products through training and hands-on experience.
  • Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours.
  • Strong customer focus.
  • Must be able to cope under pressure and work to stringent timelines.
  • Experience in supporting contact center environments (On-premises or Cloud based) is preferred.
  • Working knowledge developing customized, technical solutions
  • Ability to work independently on routine duties or projects, general instruction on new assignments. Proven leadership ability in a high performance culture.
  • Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) 
  • Ability to relate effectively with partners (vendors and internal teams). May assist with resolving escalated customer issues that originated with the customers or partners. 

Additional Awesomeness

  • Experience with CCAAS (Contact Center As A Service) providers in an Omni-Channel environment (Voice, Chat, Video)
  • Understanding of Call Recording, Voice Analytics, and Fraud technologies
  • Prior experience working at startups and/or on consumer-facing products
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Technology we use

  • Sales & Marketing
    • SalesforceCRM

Location

Right in the heart of Chinatown, SF - lots of hustle and bustle. We have great restaurants nearby and we're easily accessible by public transportation

An Insider's view of TripActions

How does your team reward individual success?

SHOUT-OUTS, SPIFFS, TEAM EVENTS. If you have top bookings - you get to wear the money jacket for the whole month!

Xander Garovi

Commercial Account Executive

How do you collaborate with other teams in the company?

There is a lot of collaboration, especially with Account Executives. We partner with them to find out the best strategies for outreach and how to best position the sell in order to optimize success in the deal.

Melissa Lord

Sales Development Representative

What are some things you learned at the company?

Being at TripActions has been the biggest learning experience in my career. One of the biggest things I’ve learned is adaptability. The company/team/role has changed so much from the time I’ve started and it’s been amazing to see it grow into what it is today.

Leighann Yamami

Senior Talent Acquisition Partner

What is your vision for the company?

Too often we blame technology for making our lives hectic and friction-filled - however, we fail to recognize, we are the ones creating the technology. TripActions is flipping the script, using technology to build real human connection.

Ryan Patrick O'Neill (RPO)

Senior Alliances Manager

What are TripActions Perks + Benefits

TripActions Benefits Overview

Competitive salary
Health: Medical, dental and vision
Food: Catered meals and drinks
Stock: Be invested in our future
Savings: Take advantage of our 401K matching
Travel: $2000 personal travel stipend to use on the app every year
Commuter benefits: Pre-tax benefit plus a $1000 yearly transportation stipend
People: Friendly, nice, and smart coworkers
Work/life balance: Take time off when you need it with an open vacation policy.
Location: WeWork located in the heart of SF

Culture
Volunteer in Local Community
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Thursday. Employees get free lunch on Monday, Wednesday, Friday.
Professional Development Benefits
Diversity Program
Mentorship Program
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