CCaaS Tier 2 Support Analyst Afternoon Shift

Maryland, MD - USA

Monthly Salary: Not Disclosed

Experience Required: 3years

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

PLEASE NOTE:

It is a 100% Onsite position in Woodlawn MD.
Selected candidate must be able to obtain and maintain a public trust clearance
Selected candidate must be willing to work on-site in Woodlawn MD 5 days a week.

Position Description:

An AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect Amazons cloud-based contact center platform. The day-to-day responsibilities typically include:

Key Required Skills:

Experience with IT Help Desk Support IT Service Manager tool and documenting issues and troubleshooting.

Responding to Support Requests

Answering user inquiries via phone email chat and ServiceNow tickets
Provide first-level (Level 1) support for common issues escalating complex cases to higher-tier teams
Create modify and remove user accounts in AWS Connect and related systems.
Manage permissions roles and access controls for agents and supervisors
Assist with helping users obtain system access in training sessions.
Participate in various tasks and projects as needed

Troubleshooting and Problem Resolution

Diagnose and resolve issues related to AWS Connect features phone systems and integrations.
Troubleshoot hardware software and network problems affecting call routing recording or agent performance
Follow up on unresolved tickets to ensure full resolution and user satisfaction.
Contribute to updating knowledge base articles based on recurring issues.

Escalation and Coordination

As a Tier 2 will be receiving Tier 1 escalations
Coordinate with Tier 3 as needed to get ticket resolution.

Requirements

Skills Requirements:

Bachelors Degree and 3 years of experience Masters Degree and 1 year of experience OR 7 years of experience in lieu of a degree.
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.
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.
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.

Required Skills:

Skills Requirements: Bachelors Degree and 3 years of experience Masters Degree and 1 year of experience OR 7 years of experience in lieu of a degree. 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. 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. 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.

Required 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.

PLEASE NOTE:It is a 100% Onsite position in Woodlawn MD.Selected candidate must be able to obtain and maintain a public trust clearanceSelected candidate must be willing to work on-site in Woodlawn MD 5 days a week.Position Description:An AWS Connect Helpdesk role blends the core duties of an IT hel...