Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.
Provide guidance and assistance to Tier 1 and Tier 2 resources as needed.
Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may need potentially have bigger impacts.
Provide recommendations on tasks that may be handled by the Tier 1 and Tier 2 resources.
Provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 and Tier 2 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
Pay range for this position is $45-$55/hr
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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 as a Team Lead for a Help Desk support team.
2 years of experience providing Tier 2 IT support services to customers.
2 years of experience using ServiceNow 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 as a Help Desk team lead.
Experience providing guidance, orientation and training on processes, procedures and systems supported by the team.
Experience with using ServiceNow IT Service Management.
Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
Strong understanding of IVR terminology and services.
Must be able to obtain and maintain a Public Trust. Contract requirement.
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.
High level of organization, reliability, and independence.
Passion and understanding of technology.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.