CCaaS Tier 3 Support Analyst/Platform Administrator
CCaaS Tier 3 Support Analyst/Platform Administrator
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1 Vacancy
Job Description
Hi There
I am Kishore Senior Talent Acquisition Specialist with TechnoGenInc we are looking to hire a Talented Professional with below skill set to work with one of our clients and came across your profile and wondering if you might interested or exploring the job market if so Please share me your resume at
Position: CCaaS Tier 2 Support Analyst
Location: Woodlawn Mill MD
Duration: Contract
Notes: Selected candidate is required to work on-site at Client headquarters 5 days a week Monday Friday. Afternoon shift will be staggered from 2:30pm-10:30pm. Actual work hours to be finalized by the CCaaS Service Manager.
JOB DESCRIPTION:
Key Required Skills
- Experience with IT Help Desk Support IT Service Manager tool and documenting issues and troubleshooting.
Position Description
- Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.
- Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 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.
Detailed Skills Requirements FOUNDATION FOR SUCCESS (Basic Qualifications)
- 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 providing Tier 2 IT support services to customers.
- 2 years of experience using an IT Service Manager 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.
Afternoon shift will be staggered from 2:30pm-10:30pm. Actual work hours to be finalized by the CCaaS Service Manager.
FACTORS TO HELP YOU SHINE (Required Skills)
These skills will help you succeed in this position:
- 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 with using ServiceNow IT Service Management.
- Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
- 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.
- Strong understanding of IVR terminology and services.
- Provide guidance and mentor Tier 1 Support Analysts.
- High level of organization reliability and independence.
- Passion and understanding of technology.
HOW TO STAND OUT FROM THE CROWD (Desired Skills)
- Showcase your knowledge of modern development through the following experience or skills:
- Strong written and verbal communication; ability to engage customers and respond effectively to questions.
- Self-starter highly motivated individual who adapts to a dynamic work environment.
- Strong attention to detail with an ability to operate effectively across multiple priorities.
- Prior Federal government experience.
Education
- Bachelors Degree and 3 years of experience Masters Degree and 1 year of experience OR 7 years of experience in lieu of a degree.
Best Regards
Employment Type
Full-time
