job description
Join iQor as an Operations Support Specialist and serve as the vital technical bridge between our Operations and IT teams in a dynamic contact center environment. Based in the vibrant hub of Canggu, Bali, youâll play a key role in resolving real-time technical issues on the call center floor while supporting virtual and hybrid teams. This position is perfect for detail-oriented professionals who thrive in fast-paced settings and excel at troubleshooting IT-related challenges to ensure seamless operations.
As part of a global leader in business process outsourcing, youâll contribute to enhancing efficiency, minimizing downtime, and delivering exceptional service quality. Whether itâs diagnosing system glitches, coordinating with IT for swift resolutions, or training staff on new tools, your expertise will directly impact our ability to maintain high-performance standards.
If youâre passionate about technology, problem-solving, and fostering collaboration between teams, this is your opportunity to grow in a role that blends technical acumen with operational excellence in one of Baliâs most sought-after work destinations.
Responsibility
- Act as the primary technical liaison between Operations and IT teams to resolve contact center system issues in real time.
- Monitor, diagnose, and escalate IT-related incidents affecting call center operations, including software, hardware, and network problems.
- Provide on-floor and remote support to agents and supervisors, ensuring minimal disruption to service delivery.
- Collaborate with IT to implement and test system updates, patches, and new tools for contact center platforms.
- Document and track technical issues, resolutions, and recurring trends to drive process improvements.
- Train and guide virtual/hybrid teams on best practices for using contact center technologies (e.g., CRM, dialers, IVR).
- Assist in disaster recovery planning and execute contingency protocols during system outages.
- Generate reports on system performance, uptime, and support metrics for management review.
Qualifications
- Bachelorâs degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Minimum 2+ years of experience in IT support, helpdesk, or technical operations, preferably in a contact center environment.
- Strong knowledge of contact center technologies (e.g., Avaya, Genesys, Five9, or similar platforms).
- Proven ability to troubleshoot hardware, software, and network issues under pressure.
- Excellent communication and interpersonal skills to bridge gaps between technical and non-technical teams.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira) and remote support tools.
- Ability to work flexible hours (including shifts) to align with global operations.
- Certifications in ITIL, CompTIA A+, or similar are a plus.