Service Desk Lead- Genesys Cloud CX - 100 % Remote

This position is 100% remote anywhere in the U.S.

PRISM seeks a Service Desk Lead, you will play a critical role in overseeing the day-to-day operations of our Service Desk, ensuring efficient and effective customer support. You will lead a team of Service Desk agents, manage incident resolution, and drive continuous improvement in customer satisfaction.

Responsibilities:

• SLA Management:
  • Train Service Desk agents to meet service level agreements (SLAs).
  • Filter the escalated issues before sending them to engineers, and ensure that all tickets and requests were handled within SLAs.
  • Documents functional requirements analyzes requirements in the context of software and processes, develops test plans, assists with and documents business process improvement efforts, and works with production issues.
• Incident Management:
  • Triage and prioritize incoming customer inquiries and incidents.
  • Assign incidents to appropriate team members and monitor resolution progress.
  • Escalate critical incidents to management as needed.
• Knowledge Base Management:
  • Create and maintain a comprehensive knowledge base to support self-service and reduce incident volume.
  • Ensure the knowledge base is up-to-date and accessible to both agents and customers.
• Quality Assurance:
  • Monitor agent performance and customer satisfaction metrics.
  • Conduct quality assurance reviews to identify training opportunities and areas for improvement.
  • Implement processes to ensure compliance with service level agreements.
• Process Improvement:
  • Identify opportunities to streamline processes and improve efficiency.
  • Implement new tools and technologies to enhance customer support capabilities.
  • Analyze customer feedback to identify trends and address the root causes of issues.

Qualifications:

• Bachelor s Degree and 10 Years of relevant UC and Contact Center work experience.
• Prior Genesys Cloud CX and Genesys PureConnect Experience.
• ServiceNow (3+ years experience) in Ticket and Incident Management.
• Proven experience managing a team of customer service representatives.
• Strong knowledge of Genesys Cloud CX platform and its features.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.

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