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Technical Support Team Supervisor

2 months ago

Woodlawn, Ohio, United States Sky Solutions Full time

Welcome to Sky Solutions, LLC, a forward-thinking Digital Transformation Firm located in the vibrant Washington D.C. Metro Area. We focus on empowering prominent organizations within the Financial Services and Healthcare industries, achieving exceptional business results through advanced Digital Process Automation (DPA) and innovative Low-Code/No-Code Application Development. As a certified Small Disadvantaged Business (SDB) with Minority Owned certifications, we prioritize diversity and equal opportunity in our mission. Join us on our path of innovation and transformation, where your expertise aligns with our dedication to excellence.

Position Title: CCaaS Shift Lead

Employment Type: Fulltime

Work Schedule: On-site, Monday – Friday

Position Overview:

Essential Skills:

Proven experience in documenting issues and providing comprehensive troubleshooting steps to resolve technical user inquiries. Extensive background in customer interaction and assistance in addressing their concerns or processing requests.

Role Responsibilities:

  • Oversee the ticket management for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.
  • Offer guidance and support to Tier 1 and Tier 2 personnel as necessary.
  • Deliver daily summaries (reports via ServiceNow ITSM) to stakeholders and technical leads, highlighting any significant issues or developments.
  • Recommend tasks suitable for Tier 1 and Tier 2 personnel.
  • Provide CCaaS 800 Number support during peak call volumes or staff shortages to log 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.
  • Evaluate requests to ensure accurate transfers and escalations of customer inquiries or issues.
  • Offer emergency support outside of regular hours as required.