CCaaS Tier 2 Support Analyst

• Selected candidate must reside within two (2) hours of the clients Headquarters in Woodlawn MD
  
• Selected candidate is required to work onsite at the clients headquarters 5 days a week Monday Friday. There will be two shifts Morning and Evening. Morning shift will be staggered staffing from 6:30am3:30pm. Afternoon shift will be staggered from 2:30pm10:30pm. Actual work hours to be finalized by the CCaaS Service Manager.
  

• Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.
  
• Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 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 offhour emergency support as needed.
  

Requirements

• 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 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 strong communication and customer service skills
  
• Good Interpersonal skills that demonstrate the ability to communicate with customers.
  

• Bachelors Degree and 3 years of experience Masters Degree and 1 year of experience OR 7 years of experience in lieu of a degree.
  
• Experience with using ServiceNow IT Service Management.
  
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
  
• Flexible and positive attitude with interest in learning new technical skills.
  
• Strong problemsolving skills and the ability to work in a fastpaced environment.
  
• Strong understanding of IVR terminology and services.
  
• Provide guidance and mentor Tier 1 Support Analysts.
  
• High level of organization reliability and independence.
  
• Passion and understanding of technology.
  
• Must be able to obtain and maintain a Public Trust. Contract requirement.
  

• Strong written and verbal communication; ability to engage customers and respond effectively to questions.
  
• Selfstarter highly motivated individual who adapts to a dynamic work environment.
  
• Strong attention to detail with an ability to operate effectively across multiple priorities.
  
• Prior Federal government experience.