CCaaS Shift Lead

4 weeks ago

Gwynn Oak, United States NetVision Resources, Inc Full time
Job DescriptionJob Description

Position Description:

  • Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.
  • 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.

Skills Requirements:

Foundation for Success (Basic Qualifications)

  • 3+ years of Help Desk/Desktop support experience.
  • Experience as a Help Desk team lead.
  • Experience working with laptops running Microsoft Windows OS and Office365 suite.
  • Experience as a Team Lead for a Help Desk support team.
  • Experience providing Tier 2 IT support services to customers.
  • Experience using an IT Service Manager application for logging tickets and requests.

Required Skills:

  • 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.
  • High level of organization, reliability, and independence.
  • Passion and understanding of technology.
NetVision Resources, Inc. (NVR) is a fast growing, IS9001, IS20000, CMMI DEV/2, MBE certified technology consulting and software development firm, based out of the DC Metro area. To know more, please visit: www.netvisionresources.com

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