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CCaaS Support Operations Lead

2 months ago

Baltimore, United States BG Staffing - BG Multifamily Full time
Position Overview
As a pivotal member of our CCaaS (AWS Connect) application support team, the selected candidate will oversee the management of ticket queues for both Tier 1 and Tier 2 support.

Key Responsibilities
  • Guide and mentor Tier 1 and Tier 2 support personnel as necessary.
  • Compile and deliver daily summaries through the ServiceNow ITSM, highlighting any significant issues or updates that may impact operations.
  • Advise on task delegation suitable for Tier 1 and Tier 2 resources.
  • Provide support for the CCaaS 800 Number during peak call volumes or in the absence of Tier 1 and Tier 2 staff, ensuring issues and requests are logged in ServiceNow IT Service Manager.
  • Adhere to established CCaaS Standard Operating Procedures (SOPs) for incident management, ticket documentation, escalation, notification, and resolution.
  • Assess requests to guarantee accurate transfers and escalations of customer inquiries or issues.
  • Offer emergency support outside of regular hours as required.
Qualifications
To be considered for this role, candidates must possess:
  • A minimum of 3 years in Help Desk/Desktop support.
  • 3 years of experience with Microsoft Windows OS and Office365 suite on laptops.
  • 2 years of experience in a leadership role within a Help Desk support environment.
  • 2 years of providing Tier 2 IT support services.
  • 2 years of experience using an IT Service Manager application for ticket logging.
  • Strong communication and customer service skills.
  • Excellent interpersonal skills for effective customer interaction.
Essential Skills
Candidates should have:
  • A Bachelor's Degree with 3 years of relevant experience, a Master's Degree with 1 year of experience, or 7+ years of experience in lieu of a degree.
  • Experience leading a Help Desk team.
  • Capability to provide training and guidance on processes and systems.
  • Familiarity with ServiceNow IT Service Management.
  • Exceptional communication and interpersonal skills for collaboration with customers.
  • A flexible and positive attitude, with a willingness to learn new technical skills.
  • Strong problem-solving abilities in a fast-paced environment.
  • A solid understanding of IVR terminology and services.
  • High organizational skills, reliability, and independence.
  • A passion for technology.
Preferred Skills
Desirable attributes include:
  • Strong written and verbal communication skills, with the ability to engage effectively with customers.
  • A self-motivated individual who thrives in a dynamic work environment.
  • Attention to detail and the ability to manage multiple priorities.
  • Prior experience in a Federal government setting.
Job Types: Full-time, Contract
Pay: $55.00 per hour
Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
Schedule:
  • 8-hour shifts
  • Day shift
  • Monday to Friday
  • Weekends as needed
Work Location: In-person