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CCaaS Technical Support Specialist

2 months ago

Gwynn Oak, United States BG Staffing - BG Multifamily Full time
Key Skills Required:
Experience in delivering IT Help Desk support and assisting in troubleshooting technical challenges. Proficiency in utilizing an IT Service Management tool for ticket creation, updates, and reporting.

Position Overview:
  • Deliver Tier 2 support for the CCaaS (AWS Connect) application escalated from the Tier 1 support team.
  • Act as a Tier 1 support member to provide CCaaS 800 Number assistance during peak call volumes or in the absence of Tier 1 resources, logging issues and requests in ServiceNow IT Service Manager.
  • Adhere to established CCaaS Standard Operating Procedures (SOPs) for incident management, ticket documentation, escalation, notification, and resolution.
  • Triage requests to ensure accurate transfers and escalation of customer inquiries or issues.
  • Provide emergency support during off-hours as required.
Skills Requirements:
Foundation for Success:
  • Minimum of 3 years in Help Desk/Desktop support.
  • 3 years of experience with laptops operating on Microsoft Windows OS and Office365 suite.
  • 2 years of experience in providing Tier 2 IT support services.
  • 2 years of experience using an IT Service Management application for logging tickets and requests.
  • Strong communication and customer service skills are essential.
  • Good interpersonal skills to effectively communicate with customers.
Work Schedule:
5 days a week, Monday to Friday. Two shifts available: Morning shift from 6:30 AM to 3:30 PM and Afternoon shift from 2:30 PM to 10:30 PM. Actual work hours will be determined by the CCaaS Service Manager.

Factors to Help You Shine:
Required Skills:
These skills will enhance your success in this role:
  • Bachelor's Degree with 3 years of experience, Master's Degree with 1 year of experience, or 7+ years of experience in lieu of a degree.
  • Experience with ServiceNow IT Service Management.
  • Excellent communication and interpersonal skills to collaborate effectively with customers.
  • Flexible and positive attitude with a willingness to learn new technical skills.
  • Strong problem-solving abilities and capability to thrive in a fast-paced environment.
  • Comprehensive understanding of IVR terminology and services.
  • Ability to guide and mentor Tier 1 Support Analysts.
  • High level of organization, reliability, and independence.
  • Passion for technology and a strong understanding of its applications.
  • Must be able to obtain and maintain a Public Trust clearance as per contract requirements.
How to Stand Out:
Desired Skills:
Demonstrate your knowledge of modern development through the following experience or skills:
  • Strong written and verbal communication skills; ability to engage customers and respond effectively to inquiries.
  • Self-motivated individual who adapts well to a dynamic work environment.
  • Attention to detail with the ability to manage multiple priorities effectively.
  • Prior experience in the Federal government sector.
Education:
Bachelor's Degree with 3 years of experience, Master's Degree with 1 year of experience, or 7+ years of experience in lieu of a degree.
  • Must be able to obtain a Public Trust clearance.
Job Types:
Full-time, Contract

Pay:
$47.00 per hour

Benefits:
  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Vision insurance

Shift:
  • Evening shift
  • Morning shift

Work Location:
In person