CCaaS Service Support Administrator
CCaaS Service Support Administrator
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1 Vacancy
Job Description
Hi There
I am Mahmood Bafana Senior Talent Acquisition Specialist with TechnoGenInc we are looking to hire a Talented Professional with below skill set to work with one of our clients and came across your profile and wondering if you might interested or exploring the job market if so Please share me your resume at
Position: CCaaS Service Support Administrator
Location: Woodlawn MD
Duration: Contract
JOB DESCRIPTION:
Key Required Skills
Experience with IT Services Support with using an IT Service Manager tool developing and documenting customer requirements and application account/access management.
Position Description
- Provide escalation of requests and support issues that have flowed through the CCaaS Helpdesk team.
- Work directly with AWS and CCaaS Developers on issues changes or updates that may be needed for existing services/call flows.
- Lead efforts in planning and preparing for CCaaS user migrations and transitions.
- Assist in the planning and implementation of new services or enhancement being rolled out to Field Offices.
- Assist in defining maintaining and updating of CCaaS Standard Operating Procedures (SOPs) for incident management ticket documentation escalation notification and resolution.
- Specific to reviewing planning and coordinating platform updates upgrades or maintenance work as defined by the CCaaS Engineers.
- Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers.
- Triage requests to ensure accurate transfers and escalation of customer requests or issues.
- Provide offhour emergency support as needed.
Detailed Skills Requirements FOUNDATION FOR SUCCESS (Basic Qualifications)
- 7 years of experience in application or service planning and implementing.
- 5 years of experience as an application or account access administration and support.
- 5 years of experience providing handson IT Support services.
- 5 years of experience as an application or access administration platform.
- 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
- 3 years of experience using an IT Service Manager application for logging tickets and requests.
- Experience in developing Root Cause Analysis (RCA) service management service metrics reporting.
- Ability to learn and provide guidance to lower service tiers.
- Must have strong communication and customer service skills
- Good Interpersonal skills that demonstrate the ability to communicate with customers.
FACTORS TO HELP YOU SHINE (Required Skills)
- These skills will help you succeed in this position:
- Extensive experience troubleshooting technical issues.
- Experience in providing a CCaaS Application support.
- 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.
- High level of organization reliability and independence.
- Passion and understanding of technology.
HOW TO STAND OUT FROM THE CROWD (Desired Skills)
- Showcase your knowledge of modern development through the following experience or skills:
- 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.
Education
- Bachelors Degree and 3 years of experience Masters Degree and 1 year of experience OR 7 years of experience in lieu of a degree.
Employment Type
Full Time
