End User Support

Sykes Enterprises Incorporated Langhorne , PA 19049

Posted 2 months ago

Job Snapshot

  • Employee Type:

  • Location:

Langhorne, United States

  • Job Type:


  • Experience:

Not Specified

  • Date Posted:


Share this job

Job Description

SUMMARY The primary function of this position is to assist in resolving telephony and system related problems by performing the following duties in Support of all Sykes IT Enterprise Processes and Procedures


SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

EOE / Veteran / Disabled

Required qualifications, skills and experience


  • Adherence to SYKES policies on ethics and integrity Telephony End User Support

  • Telephony Department: 25%? Respond to inquiries and requests for service via the telephone, through on-line networks, and by mail.

  • Knowledge of Lucent and/or Aspect Communications Environment including, CMS, and all peripherals. Able to test products prior to distribution to service delivery

  • Schedule and perform agent adds, moves, , and changes in accordance with proper procedures

  • Address end user problems that appear to arise from use of the voice system by scheduling and providing appropriate level of support required to resolve the problem.

Communicate with Regional Telephony Manager and System Administrator to ensure that maintenance and repairs are performed in a timely manner and completed to satisfaction.

  • Complete, maintain, and process related paperwork and records.

  • On a monthly basis, perform CMS administrative backups.

  • Ensure that daily CMS backup procedures are completed. Switch Administration: 15%

  • Set up VDNs, Vectors, and Split Skills as under the direction of the Regional Telephony Manager

  • Perform routine switch maintenance as determined by the Regional Telephony Manager Administrative Staff Relations: 10%

  • Respond to requests from Client Services Managers, Team managers and site management in a timely manner, or as determined by the Regional Telephony Manager.

  • Effectively communicate with managers, employees, and clients to ensure proper problem resolution procedures have been followed and all related issues have been addressed. System Administration End User Support - Systems Department: 50%

  • Assist System Administrator with service requests and other issues as needed.

  • Adheres to Sykes IT policies and procedures to include IT physical asset management, security and software compliance.

  • Provides desktop and desk side support to ensure accessibility to client tools.

  • Assists the System Administrator with adds, deletes and moves of all users of the local center.

  • Assists in the documentation of systems for disaster avoidance/recovery and planning

Desired qualifications, skills and experience


  • Associate degree (A.A.) or equivalent from two-year college or technical school; or two years related experience (in telecommunication or information systems) and/or training; or equivalent combination of education and experience.
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Member Support


Posted 2 months ago

VIEW JOBS 8/10/2020 12:00:00 AM 2020-11-08T00:00 Maintains safety of facility according to company policies and procedures by conducting safety sweeps; following procedures for handling merchandise; and correcting and reporting unsafe situations to facility management. Communicates and supports membership by providing information on membership types, programs, and benefits to current and prospective members; processing memberships, upgrades, and credit accounts; encouraging membership renewals; participating in sales and marketing events; completing and maintaining marketing recaps and other required documentation; making efforts to meet membership goals; and promoting the value of Sam's Club products and services. Provides member service by maintaining entrance and exit areas; reviewing member receipts; acknowledging the member and identifying member needs; assisting members with purchasing decisions; locating merchandise; resolving member issues and concerns; promoting the company's products and services; providing guidance and support to members regarding self-service technology; processing member purchases; assisting with payments, returns, refunds, and exchanges according to company policies and procedures for different membership and payment types; assisting members with transactions utilizing registers or self-checkout area; handling returns; zoning the area; arranging and organizing merchandise; and assisting members with transporting items. Ensures area of responsibility is maintained in accordance with Company policies and procedures by properly handling returns; zoning the area; arranging and organizing merchandise; and identifying shrink and damages. Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices. Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback. Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Customer Service, Operating front end equipment (for example, cash register), Working with mobile retail applications About Sam's Club Sam Walton opened the first Sam's Club in 1983 to meet a growing need among customers who wanted to buy merchandise in bulk. Since then, Sam's Club has grown rapidly, opening more than 600 clubs in the U.S. and 100 clubs internationally. By offering affordable, wholesale merchandise to members, Sam's Club helps make saving simple for families and small business owners. Sam's Club employs about 110,000 associates in the U.S. The average club is 134,000 square feet and offers bulk groceries and general merchandise. Most clubs also have specialty services, such as a pharmacy, an optical department, a photo center, or a tire and battery center. All the benefits you need for you and your family * Multiple health plan options * Vision & dental plans for you & dependents * Associate discounts in-store and online * Financial benefits including 401(k), stock purchase plans and more * Education assistance for Associate and dependents Frequently asked questions * On average, how long does it take to fill out an application? On average, it takes 45-60 minutes to complete your application for the first time. Subsequent applications will take less time to apply as our system saves some of your application information. Please note that some positions require the completion of assessments in order to receive consideration for that role. Those would take additional time. * Can I change my application after submitting? No, you cannot change your application after submitting, so please make sure that everything is finalized before you hit the submit button. * How do you protect my personal information? Processing of information on paper is minimal, and Walmart processes application information using an applicant tracking system (ATS). Access to the data within the ATS is restricted to authorized personnel, and the system itself is held to high security standards by Walmart. * What are the recommended Internet Browsers for applying for open roles? * Internet Explorer 8.0+ * Firefox 4.0+ * Safari 4.0+ * Chrome 12+ See All FAQs Recently viewed jobs Wal-Mart Langhorne PA

End User Support

Sykes Enterprises Incorporated