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CCaaS Shift Lead
2 months ago
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.