Voice and Video Analyst

Overview

Overview:
At First Republic, we care about our people. Founded in 1985, we offer extraordinary client service in private banking, private business banking and private wealth management. We believe that personal connections are everything and our success is driven by the relationships we form with our colleagues and clients. You’ll always feel empowered and valued here.
 
Incredible teams doing exceptional work, every day
In Technology, we support First Republic’s employees and clients through the acquisition, integration and management of the Bank’s information technology systems and services. We drive innovation and explore emerging technologies so our people can be productive and focus on what matters most – providing extraordinary service.
 
The Voice & Video Services Analyst I is responsible for first level support, troubleshooting, repair, and maintenance of voice and audio/visual communications systems and services. This person is responsible for performing local and remote programming and maintenance, resolving end-user application and equipment problems, and communicating with end-users and cross-functional teams on a daily basis. They will be responsible for handling daily moves/adds/changes using the Service Now ticketing system for voice and working audio/video requests and incidents, including remediation of outages (in concert with internal partners and external vendors). They will also be involved in voice and video-related projects such as assisting with system implementations, testing, and documentation of training material and procedures.  This person will be responsible for ensuring high availability of all voice & video systems and apps for all FRB sites, demonstrating a thorough understanding of the capabilities and features of modern telephone switches (VoIP); audio/video bridging systems, and video conferencing equipment.

Duties and Responsibilities

What you’ll do as a Voice and Video Analyst:
- Responsible for handling voice and video incidents, requests and task
- Provide white glove end user support
- Interface with carriers and third party vendors

Qualifications

You could be a great fit if you have:
- Excellent Communication Skills
- Knowledge of Service Now Ticketing System
- Knowledge of Cisco Call Manager
- Knowledge of Cisco Unity Voicemail
- Knowledge of Cisco Video Conferencing
- Knowledge of ACD
- Knowledge of Verint Voice Recording
- Knowledge of CMS Bridging System
 
Job demands:
- Must be able to review and analyze data reports and manuals; must be computer proficient.
- Must be able to communicate effectively via telephone and in person.
 
Own your work and your career — apply now
Are you willing to go the extra mile because you love what you do and how you can contribute as a team? Do you want the freedom to grow and the opportunity to take charge of your own career? If so, then come join us.
 
We want hard working team players. You’ll have the independence to learn, lead and drive change. A culture of extraordinary service, empowerment and stability — that’s the First Republic way.
 
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records, to the extent consistent with applicable federal and/or state law.