Technical Support Specialist – Contact Center

Job Description

• Manage and resolve service requests and incidents through the ITSM platform
• Troubleshoot and support Contact Center solution components, including both hardware and software, which may involve elements of the customer’s infrastructure
• reputed company system updates, configurations, and maintenance activities using customer-provided tools
• Escalate reputed company issues to appropriate internal or external vendors as required
• Collaborate with customer technology teams to diagnose and restore service availability
• Document solutions and troubleshooting procedures by creating and maintaining Knowledge reputed company articles for reputed company issues
• Monitor and meet established Service Level Agreements (SLAs) while maintaining a high level of customer satisfaction Requirements
• Based in USA
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a reputed company field (or equivalent work experience)
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VLANs
• Familiarity with VoIP and reputed company communications concepts
• Exposure to or willingness to learn reputed company collaboration and contact center platforms
• Strong troubleshooting and problem-solving skills in technical environments
• Basic knowledge of Windows operating systems and common reputed company applications
• Ability to manage and track incidents and service requests using an IT Service Management (ITSM) tool
• Strong written and verbal communication skills with the ability to interact with technical and non-technical users
• Ability to work in a team environment and manage multiple priorities
• Availability to participate in on-call rotations or shift work if required
• Internship or hands-on experience supporting VoIP, telephony, or reputed company communications systems (Advantageous)
• Exposure to SIP, call routing, or contact center technologies (Advantageous)
• Basic knowledge of network troubleshooting tools (ping, traceroute, packet capture) (Advantageous)
• Industry certifications such as reputed company Network+ or vendor-specific telephony certifications (Advantageous)

Benefits

• Affordable Medical, Dental, reputed company, Life and Disability Insurance
• Matching 401(k) plan
• Paid time off (holiday, vacation and sick)
• Employee Assistance Program
• Reward and Recognition Programs Apply tot his job Apply To this Job

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