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CCaaS Shift Lead

2 months 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 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.

Skills Requirements:
FOUNDATION FOR SUCCESS (Basic Qualifications)

  • 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 an IT Service Manager 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.

FACTORS TO HELP YOU SHINE (Required Skills)
These skills will help you succeed in this position:

  • 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.
  • 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.
  • Must be able to obtain and maintain a Public Trust. Contract requirement.

HOW TO STAND OUT FROM THE CROWD (Desired Skills)
Showcase your knowledge of modern development through the following experience or skills:

  • Strong written and verbal communication; ability to engage customers and respond effectively to questions.
  • Self-starter, highly motivated individual who adapts to a dynamic work environment.
  • Strong attention to detail with an ability to operate effectively across multiple priorities.
  • Prior Federal government experience.

Education:

  • 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.
  • Must be able to obtain and maintain a Public Trust. Contract requirement.