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CCaaS Service Support Specialist/Administrator

NetVision Resources, Inc
Baltimore, MD Full Time
POSTED ON 2/22/2025
AVAILABLE BEFORE 5/20/2025

Job Description

Job Description

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.

    • NetVision Resources, Inc. (NVR) is a fast growing, IS9001, IS20000, CMMI DEV / 2, MBE certified technology consulting and software development firm, based out of the DC Metro area. To know more, please visit www.netvisionresources.com

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