Operation Support Analyst

Global Unified Communications
Operation Support Analyst

What We Need

FLEETCOR is currently looking to hire a Unified Communications Support Analyst II within our Corporate division. This position falls under our Corporate Overhead line of business and is located in Atlanta, Georgia. In this role, the UC Operation Support Analyst is responsible for providing technical support for unified communication and contact center technologies. The role requires experience working with cross-functional teams to address incidents and fulfil service requests for customers. Excellent customer interface skills are required. Extreme attention to detail, excellent organizational skills, strong communications skills and telephony experience in a fast paced, high turnover contact center are important. Experience working with premise-based Avaya Communications Manager, NICE CXone ACD and Zoom phone are preferred.
You will report directly to Contact Center Operations Manager and regularly collaborate with the team within the department.

How We Work

As an Operation Support Analyst you will be expected to work in a virtual environment. FLEETCOR will set you up for success by providing
- Company-issued equipment + remote access

Role Responsibilities

**The responsibilities of the role will include**:

- Configuring agent access on NICE InContact, premise Avaya Communications Manager and related systems.
- Troubleshooting telephony and audio issues for agents in a variety of network orientations including Citrix VDI, VPN remote and on-site.
- Supporting third party IVR operational support, IT QA evaluations and data analysis, ability to review data and provide input to support and enhance customer experience
- Monitoring system performance, capacity and availability of the environments
- Identifying and resolving problems while ensuring service level agreements are met for incidents
- Performing on-call rotation duties as part of the operations team
- Performing configuration and support for service requests
- Developing, documenting and adhering to standard operating procedures and best practices
- Participating in proof of concepts to analyze and provide input on new features and functionality
- Recommending process improvements and quality assurance procedures
- Staying relevant with technology changes and provide end user training as needed

Qualifications & Skills
- Bachelor’s degree or equivalent IT experience
- Minimum 3 years prior job-related experience
- Experience supporting different PBX systems and contact center services

Benefits & Perks
- Medical, Dental & Vision benefits available the 1st month after hire
- Virtual fitness classes offered company-wide
- Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
- Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
- Philanthropic support with both local and national organizations
- Fun culture with company-wide contests and prizes

Our Company & Purpose

FLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.

**We embrace a culture grounded in five key values**: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.

FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:

- Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
- Empowering our people to share their experiences and ideas through open forums and individual conversations; and
- Valuing each person’s unique perspectives and individual contributions.

Equal Opportunity/Affirmative Action Employer

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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