CCaaS Service Support Specialist/Administrator

Position Description:

• Provide escalation of requests and support issues that have flowed through the CCaaS Helpdesk team.
• Work directly with AWS and CCaaS Developers on issues, changes or updates that may be needed for existing services/call flows.
• Lead efforts in planning and preparing for CCaaS user migrations and transitions.
• Assist in the planning and implementation of new services or enhancement being rolled out to Field Offices.
• Assist in defining, maintaining and updating of CCaaS Standard Operating Procedures (SOPs) for incident management, ticket documentation, escalation, notification, and resolution.
• Specific to reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers.
• Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers.
• 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)

• 7 years of experience in application or service planning and implementing.
• 5 years of experience as an application or account access administration and support.
• 5 years of experience providing hands-on IT Support services.
• 5 years of experience as an application or access administration platform.
• 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
• 3 years of experience using an IT Service Manager application for logging tickets and requests.
• Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting.
• Ability to learn and provide guidance to lower service tiers.
• Must have strong communication and customer service skills
• Good Interpersonal skills that demonstrate the ability to communicate with customers.

Factors to Help You Shine (Required Skills)

These skills will help you succeed in this position:

• Extensive experience troubleshooting technical issues.
• Experience in providing a CCaaS Application support.
• 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.
• High level of organization, reliability, and independence.
• Passion and understanding of technology.