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CCaaS Shift Lead

2 months ago

Leesburg, United States Zenius Full time
Job DescriptionJob Description

AWS Connect Help Desk Shift Lead (Day or Evening)

Labor Category: Data Engineer (Jr.)

Selected candidate must reside within two (2) hours of Headquarters in Woodlawn, MD. Selected candidate is required to work on-site at headquarters 5 days a week Monday Friday.

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.

Key Required Skills:

Experience in documenting issues and providing detailed steps in troubleshooting and resolving technical users. Extensive experience in working with customers and providing assistance in resolving their issue or processing their requests.

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.

ABOUT THE COMPANY

Headquartered in Leesburg, Virginia, Zenius Corporation is a HUBZone-certified small business. Zenius specializes in providing Grants Management, IT Modernization, Acquisition Management, and Financial Management services to Federal agencies. Zenius is selected by Inc 5000 as one of the fastest-growing companies in the DC Metro Area award for two years in a row 2021 and 2020. Zenius is also listed by Financial Times as one of the fastest-growing companies in the Americas in 2021. Zenius is an awardee of 2019 Best of Leesburg winner (Business Management Consultant category).

BENEFITS

Zenius Corporation is a very employee-oriented company. Join us now and help us grow

We offer a competitive benefits package that includes paid holidays and paid time off, medical insurance including health, vision, dental insurance, 401K matching, Flexible Spending Account and flexible schedules, as per business needs. We also work with our employees on training and professional certification plans that benefit the employee.

EQUAL OPPORTUNITY EMPLOYER:

Zenius Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Zenius complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Zenius Corporation expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.