Phoenix Data Corporation

Call Center Representative

• Handle high-volume inbound customer interactions while delivering exceptional customer service.
• Take ownership of customer interactions from start to finish whenever possible.
• Utilize internal resources, knowledge bases, job aids, and available tools to troubleshoot customer concerns and achieve high one-call resolution.
• Research issues thoroughly before determining if escalation is necessary.
• Maintain effective call control while demonstrating empathy, professionalism, and active listening.
• Ask probing questions to identify root causes and determine appropriate solutions.
• Navigate 15+ web-based programs, multiple browsers, and dual monitors simultaneously while assisting customers.
• Accurately summarize every customer interaction within the CRM or ticketing system.
• Document troubleshooting steps taken, research performed, actions completed, customer education provided, and final resolution.
• Maintain concise, thorough, and accurate notes detailing what transpired during each interaction.
• Attach supporting documentation to customer cases when appropriate.
• Follow all client, state, and company policies while maintaining quality and compliance standards.
• Monitor email and Microsoft Teams communications throughout the workday without reminders.
• Adapt quickly to changing client processes and operational needs.
• Meet productivity, quality, attendance, and schedule adherence expectations.
• Support phone and chat channels as business needs require.

Systems Engineer

• Design, implement, and maintain secure Windows-based infrastructure across client environments.
• Manage and optimize Active Directory, including Group Policy, DNS, DHCP, and domain trusts.
• Configure and troubleshoot networking components (firewalls, switches, routers, VPNs).
• Deploy and manage virtualization platforms.
• Provide support for desktop, server, and network issues for both customers and internal stakeholders.
• Implement and monitor cybersecurity controls, including endpoint protection, SIEM, and vulnerability management.
• Collaborate with and support the Compliance Officer in preparation for and administration of both customer-led compliance audits and internal audit activity.
• Document system configurations, procedures, and incident reports.
• Mentor junior engineers and contribute to continuous improvement initiatives.

Senior IT Systems Engineer/Administrator

Human Resources

• coordinate full-cycle recruiting activities including posting jobs, screening candidates, and scheduling interviews
• partner with hiring managers to support hiring needs and timelines
• prepare offer letters and new hire documentation
• facilitate new hire onboarding and orientation
• ensure completion of background checks, I-9s, and pre-employment requirements
• maintain applicant tracking system and candidate communication
• serve as a first point of contact for employee HR-related questions
• maintain employee personnel files and HRIS records
• track required acknowledgements, policies, and compliance documentation
• assist with benefits administration and employee enrollments
• support performance review administration and tracking
• assist with employee communications and HR initiatives
• provide backup support for bi-weekly payroll processing
• track PTO balances and employee changes impacting payroll
• assist with payroll audits and reporting as needed
• support employee relations intake and documentation
• help coordinate training and policy rollouts
• participate in HR projects and process improvements
• travel to the Marion office approximately one day per month

Call Center Representative

Senior IT Systems Engineer/Administrator

HR Generalist