CCaaS Team Lead

2 days ago

Gwynn Oak MD, United States BG Staffing Inc Full time

Job Summary

We are seeking a highly skilled CCaaS Team Lead to join our team at BG Staffing Inc. As a CCaaS Team Lead, you will be responsible for managing the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.

Key Responsibilities

  • 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 potentially have bigger impacts.
  • Provide recommendations on tasks that may be managed by the Tier 1 and Tier 2 resources.
  • Provide CCaaS 800 Number support when needed (high call volumes or absence of 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.

Requirements

  • 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 effective communication and customer service skills.
  • Good People skills that demonstrate the ability to communicate with customers.

Preferred Qualifications

  • Bachelor's Degree and 3 years of experience, master's degree and 1 year of experience OR 7+ years of experience instead 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 people skills with the ability to collaborate effectively with customers.
  • Flexible and cheerful outlook with an interest in learning new technical skills.
  • Strong critical thinking skills and the ability to work in a challenging environment.
  • Strong understanding of IVR terminology and services.
  • Elevated level of organization, reliability, and independence.
  • Passion and understanding of technology.

About BG Staffing Inc

At BG Staffing Inc, we are committed to providing our clients with the highest level of service and support. We are seeking a highly skilled CCaaS Team Lead to join our team and contribute to our mission of delivering exceptional service to our clients.

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