CCaaS Service Support Specialist/Administrator

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.