Trusted by leading brands for over 25 years, PRC is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. With locations around the world, we offer a wide range of call center services designed to help you create, cultivate and maintain your most precious asset-your customer relationships.

Responsibilities include providing general operations support, project management, analysis, content creation, testing, and maintenance for ongoing enhancement of the internal custom knowledge base used for customer support by Verizon's High Speed Internet DSL and FiOS call center agents. Job duties will include creating screen-shot walk-through content for various Internet related technologies such as operating systems, e-mail clients, news clients, anti-virus software, software firewalls, routers, and DSL/FiOS modems. Additionally, this position will require maintenance of existing content and conversion of various document types to HTML. Job duties will also include testing and validation of HTML code and graphic optimization to balance presentation and performance. The Candidate must work well within a small team and be a self starter. The Candidate must have the ability to review functional requirements, clarify the requirements to eliminate ambiguity, and then create content and applications that meets the requirements. Candidate will be responsible for coordinating and prioritizing project work with other content developers on the team.

Required Skills

*         Experience performing basic data analysis and report creation utilizing Microsoft Excel.

*         Understanding of the importance of web page/application design, navigation and usability.

*         Experience supporting FiOS and/or DSL services and products for end-users, utilizing FiOS and/or DSL support processes, and general understanding of FiOS and/or DSL technology end-to-end.

*         Thorough understanding and working knowledge of Web browsers, HTML standards, Dynamic HTML, image-manipulation, and Cascading Style Sheets.

*         Experience in authoring, editing, proofing and maintaining technical documentation related to troubleshooting (Windows and/or Mac OS) and customer support processes.

*         Ability to initiate and maintain cooperative relationships with Verizon to both improve efficiency and meet day-to-day operations staff requirements.

*         Ability to manage and prioritize small to medium projects end-to-end with little supervision, keeping manager apprised of key milestones and delivery dates.

*         Basic understanding of web server software operation and maintenance, especially Microsoft platform and Internet Information Services.

*         Ability to anticipate operations needs before they arise and present creative solutions that positively impact key operational metrics and promote a better customer experience.

Desired Skills

*         Ability to gather requirements, design solution that conforms to design standards and best practices, code solution, then test and deploy solution with minimal supervision.

*         Experience using Dreamweaver 8 / CS3, Adobe Contribute, screen capture software, and integrated development environment tools, such as Microsoft Visual Studio.

*         In depth knowledge of web server software operation and maintenance, especially Microsoft Windows 2000/2003 Server and Internet Information Services.

*         Experience in utilizing regular expressions for simplifying complex maintenance of web pages.

*         Ability to utilize Microsoft Project to develop project schedules to include a working knowledge of project schedule basics such as WBS creation, resource identification, task duration estimation, and determining task dependencies.

*         Experience utilizing Microsoft Visio or other flow charting software for the development of process flows or as a tool to convey application logic, workflow and design.

*         Ability to write secure database driven web applications.

*         Experience designing relational database tables, utilizing normalization concepts, using Structured Query Language (SQL) to include complex Select/Insert/Update/Delete/Join commands, and using Data Transformation Services (DTS) to import or export data using Microsoft SQL Server 2000/2005.

*         Advanced experience with DHTML, JavaScript, ASP, ASP.Net, IIS, MS Index Server.

We offer competitive compensation (base + bonus) with PTO, Sick Time, Medical, Dental, Vision, Company Paid Life Insurance, Short & Long Term Disability, 401(k), Tuition Reimbursement and much more!

Come join our casual dress and fun environment today!

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