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CCaaS Tier 1 Support Analyst

CCaaS Tier 1 Support Analyst

Amatriot Group, LLCGwynn Oak, MD, US
3 days ago
Job type
  • Full-time
Job description

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 :

  • Answer 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.

    • Qualifications :

  • 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.

    • Preferred Qualifications :

  • 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.?
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    Analyst • Gwynn Oak, MD, US