E-Witness Administrator
(National Capital Reg – Cubao)

* Provides reporting and solicits Witness CIC support for Report and Evaluation issues
* Supports updates to Forms and Evaluations at the request of account management
* Provides audit functions to keep sites within APAC standards and Clients needs
* Maintains and updates Witness Heat ticket Queue
* Maintains and updates business rules for all sites
* Oversees error reports making sure the errors are corrected
* Works with center eSmart and Workforce resources to confirm the correct Team Leads have been setup per client and per TSRs working on those clients
* Moves employees to appropriate groups
* Sets up the business rules, updates employees and groups
* Follows up on HEAT Help Desk tickets for desktop and audio issues, work with site IT Analyst as well
* For new clients, sets up the business rules, the teams, TSRs and contacts
* For new employees, confirms employee information was correctly imported
* May be required to work overtime to support the needs of business

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree in Computer Science/Information Technology or equivalent.
* Required language(s): English.
* At least 1 year(s) of working experience in the related field is required for this position.
* Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Technical & Helpdesk Support or equivalent. Job role in IT Support/Helpdesk or equivalent.
* 1 Full-Time position available.
* Applicants should be Filipino citizens or hold relevant residence status.
* Must be willing to work night shift.

* Experience: One to three years related experience in a call center environment or equivalent combination of education and experience. Experience in handling eWitness or NICE call recording system.

* Skills, Knowledge, & Abilities: Strong project management skills required; demonstrated proficiency with window based applications including Access and Excel; must be detail oriented, organized, analytical, and have the ability to problem solve; experience in call recording system or e-witness system.
* Provides reporting and solicits Witness CIC support for Report and Evaluation issues
* Supports updates to Forms and Evaluations at the request of account management
* Provides audit functions to keep sites within APAC standards and Clients needs
* Maintains and updates Witness Heat ticket Queue
* Maintains and updates business rules for all sites
* Oversees error reports making sure the errors are corrected
* Works with center eSmart and Workforce resources to confirm the correct Team Leads have been setup per client and per TSRs working on those clients
* Moves employees to appropriate groups
* Sets up the business rules, updates employees and groups
* Follows up on HEAT Help Desk tickets for desktop and audio issues, work with site IT Analyst as well
* For new clients, sets up the business rules, the teams, TSRs and contacts
* For new employees, confirms employee information was correctly imported
* May be required to work overtime to support the needs of business

For more information about our company, visit our website at: http://www.apaccustomerservices.com

APAC Customer Services, Inc.
Lot 1 Cyber Park Araneta Center Cubao Quezon City 1770.
Website: http://www.apaccustomerservices.com