What are the responsibilities and job description for the CCaaS Tier 2 Support Specialist (PUBLIC TRUST REQUIRED) position at Vision?
Job Description
Key Required Skills:
- Experience with IT Help Desk Support
- Proficiency in IT Service Manager tools
- Skills in documenting issues and troubleshooting
Position Description:
- Provide Tier 2 support for the CCaaS (AWS Connect) application as escalated by the Tier 1 support team.
- Act as a Tier 1 support representative to offer CCaaS 800 Number support during high call volumes or in the absence of Tier 1 resources. This includes logging issues and requests in ServiceNow IT Service Manager.
- Follow established CCaaS Standard Operating Procedures (SOPs) for incident management, ticket documentation, escalation, notification, and resolution.
- Triage requests to ensure proper transfers and escalations of customer issues or requests.
- Provide off-hour emergency support as needed.
Basic Qualifications:
- Minimum of 3 years of Help Desk/Desktop support experience.
- At least 3 years of experience working with laptops running Microsoft Windows OS and the Office 365 suite.
- A minimum of 2 years of experience providing Tier 2 IT support services to customers.
- At least 2 years of experience using an IT Service Manager application for logging tickets and requests.
- Strong communication and customer service skills.
- Excellent interpersonal skills with a proven ability to communicate effectively with customers.
Required Skills:
- Bachelor’s Degree with 3 years of relevant experience, or a Master’s Degree with 1 year of relevant experience, or 7 years of relevant experience instead of a degree.
- Experience using ServiceNow IT Service Management.
- Strong communication and interpersonal skills with a capacity to collaborate effectively with customers.
- A flexible and positive attitude, along with a willingness to learn new technical skills.
- Strong critical thinking skills and the ability to thrive in a challenging environment.
- Solid understanding of IVR terminology and services.
- Ability to provide guidance and mentorship to Tier 1 Support Analysts.
- High level of organization, reliability, and independence.
- Passion for and understanding of technology.
- Must be able to obtain and maintain a Public Trust clearance, as required by the contract.
Desired Skills:
- Strong written and verbal communication skills; ability to engage customers and respond effectively to inquiries.
- Initiative-taker who adapts well to a dynamic work environment.
- Highly diligent with the ability to manage multiple priorities effectively.
- Prior experience with the federal government is a plus.
Job Types: Full-time, Contract
Pay: Up to $50.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
Education:
- Bachelor's (Required)
Experience:
- IT Help Desk Support: 3 years (Required)
- IT Service Manager tools: 3 years (Required)
- CCaaS (AWS Connect) application: 3 years (Required)
- Help Desk/Desktop support: 3 years (Required)
- laptops running MS Windows OS and the Office 365 suite: 3 years (Required)
- Tier 2 IT support services to customers: 2 years (Required)
- IT Service Manager application: 2 years (Required)
- logging tickets and requests: 2 years (Required)
- ServiceNow IT Service Management: 3 years (Required)
- federal government: 3 years (Required)
- CCaaS 800 Number support: 3 years (Required)
Security clearance:
- Confidential (Required)
Ability to Commute:
- Windsor Mill, MD 21244 (Required)
Work Location: In person
Salary : $50
