Global Channel Management, Inc
Voice Support Help Desk/Queue Manager
Global Channel Management, Inc, Chicago, Illinois, United States, 60290
About the job Voice Support Help Desk/Queue Manager
Voice Support Help Desk/Queue Manager needs 4+ years experience Prefers familiarity with Filemaker for departmental records on the voice network and infrastructure Solid understanding of E911 issues and technologies. Preferred: Cisco CER experience Basic knowledge of Cisco UCCX Script Editor Preferred skill: working with Akkadian Thorough understanding of how Rightfax works, including user setup and troubleshooting Voicemail (with Speechview) Understand call handlers in voicemail Coordinate Communications Technicians projects with Voice Engineers if needed Keep Techs informed of new products and technologies (act as a mentor) Do daily checks of our various systems and report any problems as needed Answer Voice Services Help Desk phone hotline as well as enter Service Now Requests and Incident tickets submitted by phone, email or online portal Trouble shoot any issues that come from users (phone lines, rightfax, cannot log in to finesse, voicemail) Respond to customer emails in a professional and courteous manner Work with installers on phone installs. Work well with our other teams (PMs, Engineers, Network team, Desktop support, other help desks) Put in AT&T disconnects or new phone orders and trouble tickets, access to AT&T prime Need to understand how service now works and work tickets (a plus if you can create tickets for users) Run reports from Service Now Build the following types of devices in Cisco Call Manager (CUCM): Phones, IP communicator, Jabber
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Voice Support Help Desk/Queue Manager needs 4+ years experience Prefers familiarity with Filemaker for departmental records on the voice network and infrastructure Solid understanding of E911 issues and technologies. Preferred: Cisco CER experience Basic knowledge of Cisco UCCX Script Editor Preferred skill: working with Akkadian Thorough understanding of how Rightfax works, including user setup and troubleshooting Voicemail (with Speechview) Understand call handlers in voicemail Coordinate Communications Technicians projects with Voice Engineers if needed Keep Techs informed of new products and technologies (act as a mentor) Do daily checks of our various systems and report any problems as needed Answer Voice Services Help Desk phone hotline as well as enter Service Now Requests and Incident tickets submitted by phone, email or online portal Trouble shoot any issues that come from users (phone lines, rightfax, cannot log in to finesse, voicemail) Respond to customer emails in a professional and courteous manner Work with installers on phone installs. Work well with our other teams (PMs, Engineers, Network team, Desktop support, other help desks) Put in AT&T disconnects or new phone orders and trouble tickets, access to AT&T prime Need to understand how service now works and work tickets (a plus if you can create tickets for users) Run reports from Service Now Build the following types of devices in Cisco Call Manager (CUCM): Phones, IP communicator, Jabber
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