Job Description

Position Description

·             Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.

·             Provide guidance and assistance to Tier 1 and Tier 2 resources as needed.

·             Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may potentially have bigger impacts.

·             Provide recommendations on tasks that may be managed by the Tier 1 and Tier 2 resources.

·             Provide CCaaS 800 Number support when needed (high call volumes or absence of Tier 1 and Tier 2 resources) to log issues and requests in ServiceNow IT Service Manager.

·             Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.

·             Triage requests to ensure accurate transfers and escalation of customer requests or issues.

·             Provide off-hour emergency support as needed.

Basic Qualifications

·             3+ years of Help Desk/Desktop support experience

·             3 years of experience working with laptops running Microsoft Windows OS and Office365 suite

·             2 years of experience as a Team Lead for a Help Desk support team

·             2 years of experience providing Tier 2 IT support services to customers

·             2 years of experience using an IT Service Manager application for logging tickets and requests

·             Must have effective communication and customer service skills.

·             Good People skills that demonstrate the ability to communicate with customers.

Required Skills

·             Bachelor's Degree and 3 years of experience, master's degree and 1 year of experience OR 7+ years of experience instead of a degree.

·             Experience as a Help Desk team lead.

·             Experience providing guidance, orientation, and training on processes, procedures, and systems supported by the team.

·             Experience with using ServiceNow IT Service Management.

·             Excellent communication and people skills with the ability to collaborate effectively with customers.

·             Flexible and cheerful outlook with an interest in learning new technical skills.

·             Strong critical thinking skills and the ability to work in a challenging environment.

·             Strong understanding of IVR terminology and services.

·             Elevated level of organization, reliability, and independence.

·             Passion and understanding of technology.

Desired Skills

·             Strong written and verbal communication; ability to engage customers and respond effectively to questions.

·             Initiative-taker, initiative-taking individual who adapts to a dynamic work environment.

·             Strong diligence with an ability to operate effectively across multiple priorities.

·             Prior Federal government experience.