Technical Operations Specialist

TrueAccord

Remote / United States of America
  • Job Type: Full-Time
  • Function: IT
  • Post Date: 05/07/2021
  • Website: trueaccord.com
  • Company Address: 303 2nd Street Suite 750, South Tower, San Francisco, CA, 94107

About TrueAccord

TrueAccord is the leader in digital collections. By focusing on great user experiences, TrueAccord provides businesses with superior debt collection results. Our machine learning platform adapts to consumer behavior with personalized and empathetic communications to deliver the right payment option at the right time and channel.

Job Description

Why TrueAccord?
 
TrueAccord is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process. 
 
With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.
 
The Role: 
 
The Technical Operations team is responsible for the day to day operation of the infrastructure that enables the TrueAccord Servicing department. This role ensures that our mission critical tools and technologies are always available and our product is up to date, in order to maintain great service level and customer service at all times.
 
With these responsibilities, Tech Ops is a dynamic and key component. The team will sit at the nexus of users, engineers, and partners, connecting all three to ensure that everyone thrives and nothing is lost in translation.
 
Technical Operations is one part technology expertise and one part managing projects. The ideal candidate will have experience in both, but successful candidates may index more highly in one or the other.
 
We’re hiring two Technical Operations Specialists! 
 
One will act as domain expert of all the Email / SMS Technologies:
- ZenDesk
- Texting App
 
The other will be the expert of all the Telephony Technologies:
- Twilio customizations
- IVR specialist
 

Responsibilities:

    • Handle inquiries from internal and external partners’ technical teams, often requiring detailed investigation and sometimes code changes
    • Engage with engineering and DevOps to troubleshoot and solve technical problems
    • Organize and direct complex technical changes and projects between TrueAccord and our partners/vendors
    • Identify and automate manual processes that create needless toil
    • Identify and relieve operational toil through simple code changes, partner agreements, or coordinating more complex code changes across the company
    • Improve internal documentation and tooling
    • Integrate, maintain, and support existing and new technologies and partner requirements
    • Serve as a backup to other contact center technologies such as Twilio, Workforce Management, IVR Management, and Automatic Dialers

Requirements:

    • If you are interested in being our Email / SMS Technologies expert, you must have experience managing Zendesk Email Projects and SMS Projects
    • If you are interested in being our Telephony Technologies expert, you must have experience coding in Twilio and building complex IVR projects
    • Minimum of 2 years working with contact center technologies
    • Knowledge of and experience with cloud service technologies and ecosystems
    • Great technical problem-solving skills, with an ability to develop a working understanding of a technical system using a variety of methods. These include (but aren’t limited to): reading code, reading documentation or partner specifications, running debugging programs, reading logs, asking well-formed questions to domain experts, or digging into the raw data through various interfaces.
    • Great communication skills, with an ability to frame messages appropriately for technical and non-technical audiences
    • The will to deliver results, with an ability to establish priorities and reliably execute on solutions (often with hard external deadlines)
    • Comfort using SQL to navigate data and diagnose the scope and urgency of issues
    • Comfort with developer tools (e.g. git), and an ability to make small, well-scoped code changes
    • An instinct to produce work that increases the impact of others, and helps us scale and grow (e.g. documentation, tools)
What TrueAccord offers you + Culture & Benefits
 
TrueAccord is a distributed company with a major presence in the San Francisco Bay area and Lenexa, KS. We offer a healthy work environment that continuously builds an inclusive and diverse culture where everyone is able to develop the best version of themselves. We are a dynamic group of people who are subject matter experts with a passion for change.
 
We offer:
*** Generous paid time off
*** Paid training
*** We promote work/life harmony
*** Paid holidays
*** Health, dental and vision benefits
*** 401K with matching
 
Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.
 
Our Dedication to Diversity & Inclusion
 
TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.