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CCaaS Technical Support Specialist

2 months ago

San Francisco, United States BG Staffing - BG Multifamily Full time

Essential Skills:
Proven experience in delivering IT Help Desk support and assisting users in troubleshooting technical challenges. Familiarity with utilizing an IT Service Management tool for ticket creation, updates, and reporting.

Role Overview:
Deliver Tier 2 support for the CCaaS (AWS Connect) application, addressing escalations from the Tier 1 support team.

Act as a Tier 1 support resource to manage CCaaS 800 Number inquiries during peak call volumes or in the absence of Tier 1 personnel, logging issues and requests in the ServiceNow IT Service Management tool.

Adhere to established CCaaS Standard Operating Procedures (SOPs) for incident management, ticket documentation, escalation, notification, and resolution.
Triage requests to ensure accurate transfers and escalations of customer inquiries or issues.
Provide emergency support outside of regular hours as necessary.

Qualifications:

Foundational Requirements
( _ Basic Qualifications _ )
Minimum of 3 years in Help Desk/Desktop support.
At least 3 years of experience with laptops operating on Microsoft Windows OS and the Office365 suite.
A minimum of 2 years providing Tier 2 IT support services to clients.
2 years of experience using an IT Service Management application for logging tickets and requests.
Strong communication and customer service skills are essential.
Excellent interpersonal skills to effectively engage with customers.

Work schedule is Monday to Friday, with two shifts available: Morning and Evening. Morning shift operates from 6:30 AM to 3:30 PM, while the Afternoon shift runs from 2:30 PM to 10:30 PM. Actual work hours will be confirmed by the CCaaS Service Manager.

Key Skills for Success ( _ Required Skills _ )
_These skills will enhance your effectiveness in this role:_

A Bachelor's Degree and 3 years of relevant experience, a Master's Degree with 1 year of experience, or 7+ years of experience in lieu of a degree.

Proficiency in using ServiceNow IT Service Management.
Exceptional communication and interpersonal skills, enabling effective collaboration with clients.
A flexible and positive mindset with a keen interest in acquiring new technical skills.
Strong problem-solving abilities and the capacity to thrive in a fast-paced environment.
A solid understanding of IVR terminology and services.
Ability to guide and mentor Tier 1 Support Analysts.
High organizational skills, reliability, and independence.
A passion for technology and its applications.
Must be able to obtain and maintain a Public Trust clearance as per contract requirements.

Preferred Qualifications:
_Demonstrate your expertise through the following experience or skills:_
Strong written and verbal communication skills; ability to engage clients and respond effectively to inquiries.
A self-motivated individual who adapts well to a dynamic work environment.
Attention to detail with the ability to manage multiple priorities effectively.
Previous experience with the Federal government is a plus.

Education:

A Bachelor's Degree with 3 years of experience, a 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

Compensation:
$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