Call Center Technical Support Specialist

501677 Call Center Technical Support Specialist

Work Location: Remote

Schedule: Full Time - 40 hours per week; 8 hours per day in hybrid environment.

Relocation: N/A

IronMountain Solutions is seeking a Call Center Technical Support Specialist. The Call Center Technical Support Specialist supports the SEVP Response Center (SRC) Level II Application Services team by providing advanced technical analytical and operational expertise. This role serves as a liaison between business units technical teams vendors and federal stakeholders to ensure timely resolution of SEVIS-related issues improve workflows and maintain critical contact center systems. Strong communication skills are required to translate technical information for non-technical audiences.

Job Duties:

• Administer Avaya/Calabrio access for Level II staff
• Coordinate with stakeholders and vendors to document set up and test Desktop ScreenPop/SoftPhone applications and reporting systems.
• Serve as liaison between business units to resolve routing issues and support upgrades.
• Collaborate seamlessly with Level I BSAs federal leads telephony vendors and ICIO
• Conduct daily testing and analysis of systems to assess performance.
• Prepare consolidate analyze and present recurring reports (daily weekly monthly quarterly).
• Recommend improvements to processes procedures and system workflows.
• Maintain and upgrade support tools and telecom/contact center reports.
• Provide decision makers with actionable system-related recommendations.
• Design and develop reporting tools capturing key operational metrics.
• Support resolution of daytoday system and interface issues.
• Monitor and analyze servicelevel trends to identify opportunities for improvement.
• Document and report all system changes maintaining definitions and structures.
• Lead analysis workstreams or small project efforts as assigned.
• Perform additional duties as required.

KNOWLEDGE SKILLS & ABILITIES:

A minimum of seven (7) years of hands-on experience with the following technologies and competencies:

• Contact Center operations software (Avaya Genesys NICE Cisco).
• Automatic Call Distributors (ACD).
• Interactive Voice Response (IVR).
• Knowledge base software.
• Strong working knowledge of installing configuring monitoring and troubleshooting routers switches firewalls TCP/IP IPX EIGRP BGP VoIP SIP Trunking trunk ports VLANs access ports VPNs and cloud/standalone controllers.
• Advanced troubleshooting and problemsolving abilities.
• Strong skills in analyzing complex problems processes and systems to propose solutions.
• Ability to quickly learn new systems technologies and processes.
• Strong oral and written communication skills.

Desired Experience

• Experience with web chat email social media SMS/text mobile and fax contact center features.
• Experience with business intelligence software XML XMLSpy HTTP SSL and client certificates.
• Experience in telecommunications architecture system analysis and networking.
• Experience with scripting languages such as Python Java SQL.
• Experience querying databases (SQL expertise preferred).
• Experience with CRM SharePoint and Microsoft Office.
• Experience with cloud platforms such as AWS Azure or Google Cloud.
• Experience presenting complex information clearly to all organizational levels.

QUALIFICATIONS:

• ITILv4 certification required within 30 calendar days of onboarding.
• Bachelors degree in a related technical discipline preferred but not required.

IronMountain Solutions is an Equal Opportunity Employer.