Contact Center Support Engineer I
hace 7 días
Overview Why GM Financial Technology? GM Financial is set to change the auto finance industry and is leading the path of embarking on tech modernization – we have a startup mindset, and preserve our small company culture, in a public company environment with financial stability and intense growth over a decade-plus history.
We are data junkies and trust in data and insights to advance our business objectives.
We take our goal of zero emission, zero collision, zero congestion, and zero friction very seriously.
We believe as an auto finance market leader we are in the driver's seat to lead us in the GM EV mission to change the world.
We are building global platforms, in LATAM, Europe, China, U.S. and Canada – and we are looking to grow our high-performing team.
GMF is comprised of over 10,000 team members globally.
Join our fintech culture within a Blue-Chip company where we are changing the way we use technology to support our customers, dealers and business.
Responsibilities About the Role: Under general direction, the Contact Center Engineer I is an entry-level position responsible for performing routine maintenance, support, and development of contact center systems at local and cloud-based sites.
This team member works in conjunction with other technical teams, business units, and digital teams during modification, troubleshooting, or repair of cloud-based application systems.
The Contact Center Engineer I works directly with engineers or end users to identify system/application issues.
This team member has potential to interact with all levels of leadership, technical teams, and external vendors.
Provides basic level support to business units specifically in the areas of Contact Center applicationsWith supervision, coordinate with vendors regarding maintenance, modification, and implementation relating to contact center applicationsCollaborate with development teams and leadership to troubleshoot technical issues and participate in root cause analysis to identify opportunities to improve the customer engagement solution as well as monitoring and alertingMaintain technical documentation related to the contact center solutions, utilizing knowledge management toolsAdhere to and promote compliance to all GMF policies and proceduresPromote a cooperative and productive work environmentWhat makes you a dream candidate? Basic knowledge of CCaaS technology and applicationsBasic knowledge of production processes and/or strategies as they pertain to contact center environmentsKnowledge of Agile Software Development Methodology and PracticesAnalytical skills necessary for research and problem resolutionAbility to work in a fast-paced environment and prioritize tasks, utilizing Agile methodology and DevOps principlesExcellent oral and written communication skills relating to support and problem resolutionWork as part of a team to achieve company goalsWorks well and develops effective relationships with diverse personalitiesQualifications Education and Experience:
High School Diploma or equivalent requiredExperience in an IT environment preferredWhat We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging.
Here we do more than work — we thrive.
Compensation: Competitive pay and bonus eligibility
Work Life Balance: Flexible hybrid work environment, 2-days a week in office
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