Scripting Specialist - Client Solutions
Job Type: Full-Time
Hours: Days/after hours as needed
Salary: $30-$40K DOE
Benefits: Available after 60 days for full-time employees.
About AnswerNet:
AnswerNet is a premier provider of customer engagement and contact center solutions across the United States and Canada. With over 31 contact centers and 10,000+ satisfied clients, we manage over 125 million interactions annually. Our services encompass telephone answering, appointment setting, customer support, sales, lead qualification, third-party verification, and market research.
Summary:
Reporting to the Manager of Scripting, the Scripting Specialist will develop, maintain, and support client-specific solutions and configurations within the call center’s core technology stack (Scripting, IVR). You will analyze, configure, update, and maintain basic call routing scripts and agent script configurations efficiently and with proper documentation, enabling rapid deployment of operational changes.
Job Duties / Responsibilities / Essential Functions:
- Configure, update, and document basic call flow solutions using existing telephony platforms and scripting tools, following documented requirements.
- Collaborate with various teams to ensure understanding of requirements for script modifications.
- Create minor updates and changes for IVR and web-based systems using scripting languages or basic code (e.g., .NET, JavaScript).
- Develop and execute simple test plans, and work with internal users to obtain approvals for new IVR configurations and script changes.
- Ensure configuration files and scripts are stored in appropriate repositories.
- Document all new configuration changes and minor solutions.
- Troubleshoot bugs and issues with existing IVR scripts and basic call routing logic.
- Ensure all solutions adhere to existing methodologies and standards.
- Document work through Incidents & Requests in the ITSM platform.
- Ensure proper testing and User Acceptance Testing (UAT) are performed on all new solutions and changes to existing ones.
- Be on call 24/7 for emergency duties as required.
- Perform other duties as assigned.
Required Knowledge / Skills / Abilities / Qualifications:
- Exceptional attention to detail.
- Communication and Interpersonal Skills: Excellent written and verbal communication. Ability to work effectively with stakeholders at all levels.
- Analytical and Problem-Solving Skills: Strong analytical capabilities to assess data and drive decisions. Ability to quickly identify and resolve issues.
- Call center experience is considered beneficial.
- Ability to multitask and adapt quickly to changing work conditions in a fast-paced environment.
- Self-motivated with excellent time management skills.
- High energy and a positive attitude.
- Basic knowledge of VSCRIPT coding structures.
- Programming experience in Java, PHP, or .NET is considered an asset.
Education and Experience:
- High School Diploma or equivalent.
- A degree or certificate in a technical field (Computer Science, Math, etc.) is beneficial.
- 6-12 months of related experience.
Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.