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Helpdesk//Tier 2 Support Analyst CCaaS
3 weeks ago
Hi am Revanth K-Talent Acquisition Specialist in TechnoGenInc, we are looking for Tier 2 Support Analyst CCaaS (Contact Center as a Service) OR Helpdesk for one of our clients. Below is the job description, if interested Please share your updated resume at revanth.k@technogeninc.com
Position: Tier 2 Helpdesk
Location: Woodlawn, MD
Duration: 12 Months
Job Description:
- 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.
- 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.
- There will be two positions Day Shift Team Lead and Evening Shift Team Lead. Actual work hours to be finalized by the CCaaS Service Manager.
- Morning shift will be staggered staffing from 6:30am-3:30pm. Afternoon shift will be staggered from 2:30pm-10:30pm.
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