CCaaS Shift Lead - Afternoon Shift
CCaaS Shift Lead - Afternoon Shift
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$ 115161 - 125161
1 Vacancy
Job Description
- It is 100% Onsite Position
- Selected candidate must reside within two (2) hours of SSA Headquarters in Woodlawn MD
- Actual work hours 2pm-10:30pm
- Selected candidate must be willing to work on-site in Woodlawn MD 5 days a week.
- Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.
- Provide guidance and assistance to Tier 1 and Tier 2 resources as needed.
- Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may need potentially have bigger impacts.
- Provide recommendations on tasks that may be handled by the Tier 1 and Tier 2 resources.
- Provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 and Tier 2 resources) to log issues and requests in ServiceNow IT Service Manager.
- Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management ticket documentation escalation notification and resolution.
- Triage requests to ensure accurate transfers and escalation of customer requests or issues.
- Provide off-hour emergency support as needed.
Requirements
- 3 years of Help Desk/Desktop support experience.
- 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
- 2 years of experience as a Team Lead for a Help Desk support team.
- 2 years of experience providing Tier 2 IT support services to customers.
- 2 years of experience using ServiceNow application for logging tickets and requests.
- Must have strong communication and customer service skills
- Good Interpersonal skills that demonstrate the ability to communicate with customers.
- Bachelors Degree and 3 years of experience masters degree and 1 year of experience OR 7 years of experience in lieu of a degree.
- Experience as a Help Desk team lead.
- Experience providing guidance orientation and training on processes procedures and systems supported by the team.
- Experience with using ServiceNow IT Service Management.
- Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
- Strong understanding of IVR terminology and services.
- Must be able to obtain and maintain a Public Trust. Contract requirement.
- Flexible and positive attitude with interest in learning new technical skills.
- Strong problem-solving skills and the ability to work in a fast-paced environment.
- High level of organization reliability and independence.
- Passion and understanding of technology.
AWS Connect, Help Desk support, Desktop support, Microsoft Windows OS, Office365 suite
Education
Bachelor's Degree and 3 years of experience, master's degree and 1 year of experience OR 7+ years of experience in lieu of a degree.
Employment Type
Full Time
