CCaaS Tier 3 Support Analyst / Platform Administrator

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.

Skills Requirements

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.

Desired Skills

Education

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