What are the responsibilities and job description for the CCaaS Tier 2 Support Analyst position at Global CI?
Job Details
Onsite positions- 2
- Morning shift will be staggered staffing from 6:30am-3:30pm.
- Afternoon shift will be staggered from 2:30pm-10:30pm.
- Actual work hours to be finalized by the CCaaS Service Manager.
Role
- 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.
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 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.
- Bachelor's Degree and 3 years of experience, OR 7 years of experience in lieu of a degree.
- Must be able to obtain and maintain a Public Trust.
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