CCaaS Tier 1 Support Analyst
Amatriot Group, LLCGwynn Oak, MD, USjob_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionAnswer the CCaaS 800 Number support line to log issues and requests in ServiceNow IT Service Manager. Provide Tier 1 support of the CCaaS (AWS Connect) application to SSA customer agents. 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. Help build and develop continuous process improvement. All other duties as assigned or directed. Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree. 2 years of experience providing Tier 1 IT support services to customers. 2 years of experience working with laptops running Microsoft Windows OS and Office365 suite. 1 year of experience using an IT Service Manager application for logging tickets and requests. Good Interpersonal skills that demonstrate the ability to communicate with customers. Must be able to obtain and maintain a Public Trust. Contract requirement. 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 problem-solving skills and the ability to work in a fast-paced environment. Strong understanding of IVR terminology and services. High level of organization, reliability, and independence. Passion and understanding of technology. Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday. There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6 : 30am-3 : 30pm. Afternoon shift will be staggered from 2 : 30pm-10 : 30pm. Strong written and verbal communication; ability to engage customers and respond effectively to questions. Self-starter, 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.?
Job Description
Job Description
Job Title : CCaaS Tier 1 Support Analyst
Location : Woodlawn, MD
Job Type : Full-Time
Target Salary Range
- : $60,000 - $67,000.
- This represents the potential salary range for this position depending on education level, years of experience and / or certifications in addition to other position specific requirements which may impact salary
Position Overview :
IT Help Desk support experience, familiarity with using ServiceNow as the IT Service Mngt tool; experience documenting issues and resolution; strong analysis / troubleshooting skills.
Key Responsibilities :
Qualifications :
Preferred Qualifications :
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Analyst • Gwynn Oak, MD, US
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