Avaya Technical Support Lead
5 days ago
We are seeking a seasoned Avaya technical support specialist to lead our team in providing expert-level telecom network services.
About the Role:
- Leads a team of technical support specialists in resolving complex Avaya Telephony software issues
- Provides remote support and troubleshooting for customers and agents using telephone and diagnostic capabilities
- Troubleshoots and resolves chronic and catastrophic problems escalated from the support center and technical services groups
Responsibilities:
- Lead a team of technical support specialists in resolving complex Avaya Telephony software issues
- Provide expert-level telecom network services, including remote support and troubleshooting for customers and agents
- Troubleshoot and resolve chronic and catastrophic problems escalated from the support center and technical services groups
- Proactively monitor the environment and provide customer support and troubleshooting for telephony solutions
- Act as the internal representative in critical escalations, providing solutions to customers
- Work with limited guidance within defined criteria to provide solutions to a diverse range of moderately complex problems
- Interact with product users, including external customers and employees, in various setups such as virtual meetings, phone calls, and emails
Requirements:
- 5+ years of experience supporting Enterprise Voice solutions
- Understanding of Telecommunication networks and methodology required
- Good understanding of the Avaya technology stack
- Expertise in supporting AVAYA Workplace, AVAYA Workspaces, AVAYA Communication Manager, and AVAYA Session Manager is desirable
- Able to use the Microsoft Office suite, including Excel
- Excellent written and verbal communication skills
- Ability to multitask and work well under pressure
- Ability to learn new systems quickly and effectively
- Ability to analyze complex systems and solve problems
- Experience collaborating with engineers and other relevant team members
Salary Information:
The estimated salary for this role is $80,000 - $110,000 per year, depending on location and experience.
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