Voice Support Help Desk/Queue Manager needs 4 years' experience
Voice Support Help Desk/Queue Manager requires:
Prefers familiarity with Filemaker for departmental records on the voice network and infrastructure
COVID vaccine
Solid understanding of E911 issues and technologies. Preferred: Cisco CER experience
Basic knowledge of Cisco UCCX Script Editor
Preferred skill: working with Akkadian
Thorough understanding of how Rightfax works, including user setup and troubleshooting
Voicemail (with Speechview)
Understand call handlers in voicemail
Voice Support Help Desk/Queue Manager duties:
Coordinate Communications Technicians' projects with Voice Engineers if needed
Keep Techs informed of new products and technologies (act as a mentor)
Do daily checks of our various systems and report any problems as needed
Answer Voice Services Help Desk phone hotline as well as enter Service Now Requests and Incident tickets submitted by phone, email or online portal
Trouble shoot any issues that come from users (phone lines, rightfax, cannot log in to finesse, voicemail)
Respond to customer emails in a professional and courteous manner
Work with installers on phone installs.
Work well with our other teams (PM's, Engineers, Network team, Desktop support, other help desks)
Put in AT&T disconnects or new phone orders and trouble tickets, access to AT&T prime
Need to understand how service now works and work tickets (a plus if you can create tickets for users)
Run reports from Service Now
Build the following types of devices in Cisco Call Manager (CUCM): Phones, IP communicator, Jabber
Build Cisco UCCX agents
Level 1 - 2 support for Zoom issues