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Sterling Connect Direct Specialist

2 months ago

Jersey City, New Jersey, United States Omni Inclusive Full time

Job Summary:

We are seeking a highly skilled IBM Connect Direct and Secure expert to join our team at Omni Inclusive. As a Connect Direct and Secure Specialist, you will be responsible for the installation, setup, configuration, and maintenance of the tool.

Key Responsibilities:

  • Ticket Resolution: Independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team.
  • On-Call Support: Provide support for on-call escalations or L3 level support and perform incident and problem management.
  • Value-Adding Activities: Work on value-adding activities such as Knowledge base update and management, Training freshers, coaching analysts, and conducting interviews or participation in hiring drives.
  • Quality and Compliance: Adhere to quality standards, regulatory requirements, and company policies.
  • Customer Experience: Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.
  • Business Development: Participate or contribute on EN business in creation of proposals to drive Service improvement plans.

Requirements:

  • Experience with IBM Connect Direct and Secure.
  • Strong technical skills and knowledge of the tool.
  • Excellent problem-solving and analytical skills.
  • Ability to work independently and as part of a team.
  • Strong communication and interpersonal skills.