Sterling Connect Direct Specialist

7 days ago


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

At Omni Inclusive, we're seeking a skilled professional to fill the role of Sterling Connect Direct. As a key member of our team, you will be responsible for the installation, setup, configuration, and maintenance of the IBM Connect Direct and Secure tool. Your expertise will be crucial in ensuring the smooth operation of our systems and meeting the agreed Service Level Agreements (SLAs) for ticket volume and time. Key responsibilities include:

* Independently resolving tickets and ensuring that SLAs are met
* Providing support for on-call escalations and Level 3 support, as well as incident and problem management
* Contributing to value-added activities such as Knowledge Base updates, training, coaching, and interviews
* Adhering to quality standards, regulatory requirements, and company policies
* Ensuring positive customer experiences and high CSAT through First Call Resolution and minimum rejected resolutions or reopen cases

If you're passionate about delivering exceptional service and have a strong background in IBM Connect Direct and Secure, we encourage you to apply for this exciting opportunity.



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