Contact Centre Solution Specialist

4 weeks ago

Auckland, New Zealand Myob Group Limited Full time

Hi And thanks for stopping byWe're MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in the one place.We're always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better. Take your career to a new dimension at MYOB.About the TeamThis is a team that needs no introduction because customers drive our world. Support, Success & Consulting Services represent the voice of our customers and are a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of our SME & Enterprise customers are understood and reflected across the business.Our TeamYou'll be working in the Genesys Cloud team within our Customer Operations department. We enable business outcomes through the effective use of insights and Genesys technology.About The RoleSupport the management of Genesys Cloud at MYOB to deliver the best customer experience.Support the execution of the development, testing and operational activities for Genesys Cloud for the MYOB contact centre.Prioritise contact centre related incidents and requests and work with the appropriate teams.Provide support to the Contact Centre Solution Specialists by addressing adhoc support tickets and conducting basic troubleshooting, and escalating if needed.Drive and find opportunities to improve and streamline contact centre related processes and procedures that will assist Genesys Cloud users and MYOB customers.Knowledge of how to interpret data sets and understand their relevance to the Genesys Cloud strategy.Work with stakeholders to understand company goals and requirements, ensure compliance with regulations and industry best practices.What You Will BringIdeally you have proven experience optimising and using Genesys Cloud, or in a similar telephony software. You are a driven, self-motivated, resourceful, curious campaign analyst who uses a creative mindset to solve problems.Strong data analysis skills and understanding of customer metrics.Experience with cloud-based telephony solutions e.g. Genesys Cloud is desirable.Strong communication and stakeholder management.Our Culture & BenefitsOur values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.Do your best work in a flexible work environment, right down to financial assistance to set up your home office…it's called Flexperience, and it's designed by you and your teamOur partnership with Smiling Mind helps support the wellbeing of our team members and customers.Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment.A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus moreCommunities built around 'Wellness', 'Belonging' and the 'Planet' where you can make a meaningful contribution.Access to best-in-class discounts and vouchers from leading retailers, and a lot more.We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.MYOB are an equal opportunity employer and we champion diversity. Don't meet every single requirement of this role? Still apply Research tells us that women and underrepresented groups are less likely to apply unless they meet every single requirement. At MYOB we believe that the right hire is someone who makes an addition to our culture, rather than someone who fits in and conforms to our status quo. Moving to 'Culture Add' means adding team members who not only value MYOB's standards and workplace culture, but also bring an aspect of diversity that positively contributes to MYOB. So, if you're excited about this role, or about MYOB, we'd still love to hear from you
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