Title: Observer (Data Analyst with Call center experience)
Location: NYC, NY
Job Type: Contract
Duration: 6 Months
Spruce is an award-winning Information Technology firm with a steadily growing portfolio of commercial and government clients. Our mission is to be a leading provider of solutions and technology services, always keeping to our core value of integrity as we inspire and empower our creative and talented employees, do what’s best for our clients in every engagement, and share our success by giving back to our communities.
Observer Role Job Description
Need to have SOME experience using either Dynamics CRM or a similar call center application (Salesforce, Siebel, etc.)
Will be monitoring multiple teams of users (people taking calls) and helping them to ensure proper call information capture and case creation
Will help troubleshoot and resolve simple problems (like missing required fields or other improper data entry)
Will communicate more complex issues to the technical support team, and ensure good customer services and communications with users
May be called upon to review automatically generated emails for accuracy prior to their release
May be required to log onto the system as a Test Users to ensure technical fixes work as expected
May be required to update user documentation and/or other system documents, test documents, etc.
May be required to coordinate between several onsite and offsite teams to address issues, and communication with the client
Must be able to articulate information effectively via telephone and email.
Demonstrated ability to work independently with minimal supervision, take initiative to effectively carry out responsibilities.
Must be available to work within the full range of call center hours of operation (Shifts 1st & 2nd and at times overlapping with each other)
MUST work onsite with PPE Guidelines and safety measures in place
Operational Computer knowledge including various desktop software like MS Office (Outlook, Excel, Word, Teams) with experience in Gathering and analyzing data using MS Excel
2-3 years; experience as a Data Analyst with Analytical and problem-solving skills in a call center high-volume environment.
Strong adaptability and capacity to work in fast-paced environments
Excellent written and verbal communications skills
Must be punctual when starting shifts
“Spruce Technology, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived age, sex, pregnancy, race, creed, color, national origin, disability, marital status, sexual orientation, citizenship status, genetic information, religion, or any other characteristic protected by applicable federal, state or local laws.”