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CCaaS Shift Lead
4 weeks ago
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.
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