Business Systems Analyst (Call Center)

Job description

Requisition ID:  829430 
Position: Full-Time

 

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.
 

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

 

Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.

GENERAL FUNCTION
The Business Systems Analyst implements and supports the Luxottica Customer Care hardware and software environment. The Analyst provides direct and off hour remote technical support to Call Center agents ensuring prompt resolution, escalation and communication of system issues. Ensures inventory of hardware is appropriate and organized to maximize agent productivity and control cost. The Analyst onboards new Customer Care agents ensuring both hardware, software. and telephony requirements are complete and delivered on-time. The Business Systems Analyst also supports project activities required to deliver business-oriented, valuable and relevant solutions.

MAJOR DUTIES AND RESPONSIBILITIES

·  Provides Tier 1 and Tier 2 Support of NA Customer Care Systems to include Interactive Intelligence suite of solution, supporting adjunct applications and IVR self-service platforms.
·  Participates in departmental on-call rotation to include after-hours and weekend support.
·  Acts as liaison between the business and IT to communicate, follow-up and escalate system issues.
·  Works closely with vendor partners to drive problem resolution, identifies root cause and supports after hours incident mitigation work.
·  Manages system downtime log and prepares dashboard report(s) to senior management ensuring clear and concise communication of downtime, SLA and incident status.
·  Supports Customer Care Agent desktop and telephony environment through timely resolution of issues, and ensures up to date patching through routine, consistent auditing.
·  Owns Support and Administration of Interactive Intelligence e-mail and chat integration and implementation.
·  Acts as backup to Senior Business Systems Analyst.
·  Ensures Customer Care agents and support staff receive timely and appropriate access to back office systems critical to executing core job functions.
·  Leads and/or participates in Project Management efforts supporting core Customer Care initiatives across North America.

BASIC QUALIFICATIONS

·  Bachelor’s degree in Information Technology or equivalent relevant work experience
·  3+ years’ experience supporting a medium to large scale Call Center technology environment
·  Excellent verbal and written communication skills
·  Strong customer service orientation
·  Strong technical background

PREFERRED QUALIFICATIONS

·  Bachelor’s degree in Information Technology
·  Interactive Intelligence Certification
·  5+ years’ experience supporting a large scale, multi-site Call Center technology environment

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 
  
We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

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Nearest Major Market: Cincinnati
Job Segment: Ophthalmic, Healthcare

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