What are the responsibilities and job description for the CCaaS Tier 2 Support Analyst - Afternoon Shift position at Omm IT Solutions?
Please Note:
Basic Qualifications:
- Selected candidate must reside within two (2) hours of the client's Headquarters in Woodlawn, MD
- Selected candidate is required to work on-site at the client's headquarters 5 days a week Monday – Friday. Afternoon shift will be staggered from 2:30pm-10:30pm. Actual work hours to be finalized by the CCaaS Service Manager.
- 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.
- Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.
Basic Qualifications:
- 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, Master's Degree and 1 year of experience OR 7 years of experience in lieu of a degree.
- 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.
- Provide guidance and mentor Tier 1 Support Analysts.
- High level of organization, reliability, and independence.
- Passion and understanding of technology.
- Must be able to obtain and maintain a Public Trust. Contract requirement.
- Strong written and verbal communication; ability to engage customers and respond effectively to questions.
- Self-starter, highly motivated individual who adapts to a dynamic work environment.
- Strong attention to detail with an ability to operate effectively across multiple priorities.
- Prior Federal government experience.
