CCaaS Tier 3 Support Analyst - Amazon Connect

1 day ago Be among the first 25 applicants Direct message the job poster from Technogen, Inc. Key Required Skills Experience in providing IT Help Desk Tier 3 support and assistance in resolving their technical issues escalated by the Tier 1/2 resources. Train and provide guidance to Tier 1/2 resources on resolving issues and processing requests. Position Description • Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application. • Assist in 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. • Fill in the role as part of the Tier 1/2 support to if needed provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1/2 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.? Detailed Skills Requirements FOUNDATION FOR SUCCESS (Basic Qualifications) Bachelor's Degree and 7 years of experience, Master's Degree and 5 year of experience OR 11+ years of experience in lieu of a degree. ? • 7 years of Help Desk/Desktop support experience. • 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite. • 3 years of experience providing Tier 3 IT support services to customers. • 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. • Must be able to obtain and maintain a Public Trust. Seniority level

Seniority level Mid-Senior level Employment type

Employment type Contract Job function

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