Job Description

Position Summary

Will be responsible for day-to-day administration and tier 1 support of Contact Center devices. Monitor, troubleshoot, resolve, and escalate system reported problems. Document and maintain communication flows and "how to" support documentation. Work closely with Help Desk support groups and peers to create and update tier 1 trouble shooting documentation. Support daily moves and changes to Contact Center representatives. This role will require support for resolving phone related issues, escalating to the next levels and / or vendor accordingly. Candidates should understand contact center operations including examples such as: Contact Center support, applications, technologies, terminology, carriers, etc.

Essential Duties & Responsibilities

  • Keep business informed of any/all issues that could potentially impact telephony platform.

  • Create, maintain, and monitor helpdesk tickets and insure they are properly entered into the IT department’s helpdesk software system.

  • Create, document and maintain change management processes for call queue flows, end users, user skill sets, custom reporting, and testing.

  • Conduct administrative duties for digital channels such as email, chat, and SMS.

  • Implement, troubleshoot and support the Five9 Contact Center software solutions in a wide array of configurations for across all lines of business.

  • Partner with internal customers to optimize the Five9 Contact Center software solution

  • Demonstrate professional, assertive, articulate, and friendly verbal and written communication.

  • Actively listen, ask relevant questions and gain examples to troubleshoot reported issues.

  • Provide timely, articulate, effective and substantive updates via our helpdesk software system.

  • Articulate or educate on how the potential issues can be addressed in the future.

  • Reach Service Level Agreements (SLA) with the customers on the severity and priority of each issue.

  • Escalate system reported problems to tier-2 contact center support or appropriate vendor support

  • Assist contact center engineers with projects and trouble shooting issues as needed

  • Ensure that each case that you own is progressing according to the response and resolution targets as specified in our (SLA).

  • Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills.

  • Create useful knowledge content and update existing knowledgebase articles.

  • Continually sharpen understanding of contact center and technology business practices.

  • While a consistent work schedule is the norm, the ability to work a flexible schedule and provide on-call services may be required.

  • Performance / test scheduled maintenance activities.

  • Perform other duties as assigned.

Experience & Education

  • Technical field and/or comparable industry certifications and experience.

  • Previous Contact Center support roles.

  • Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, WFM, Quality Management, Dialers and Telephony applications.

  • Analytical and problem-solving skills for multi-platform/system/vendor environments.

  • Familiar with contact center management concepts such as scheduling, performance measures and management, reporting, quality assurance methods, analytics, etc.

  • Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing).

  • Hands on experience with TDM and/or VoIP Contact Center Solutions.

  • Experience researching, diagnosing, and troubleshooting support issues.

  • Interface with the appropriate vendors for troubleshooting issues and seeing issues through resolution.

  • Assure that tickets are created for all incidents and requests and are properly categorized in the ticket management system .

  • Assist with security audits on contact center operations software and hardware ensuring quality and consistent processes are followed.

  • Knowledge of one or more VoIP or cloud-based Contact Center solutions.

  • Knowledge or networking protocols such as TCP/IP, SIP, FTP/SFTP.

  • Virtualization experience with VMWare / Active Directory.

  • 2-3 years help desk/service desk experience

Skills & Abilities Required

  • Troubleshooting skills.

  • Documentation and workflow skills.

  • Ability to multi-task.

  • Ability to work outside standard business hours.

  • Excellent verbal and written communication skills.

  • Test and update documentation roll back plans / failover plans.

  • Create and perform end user testing.

  • Must have solid troubleshooting skills, ability to ask appropriate questions to work towards issue resolution.

  • Maintain confidentiality of client information.

  • Ability to use tools to analyze logs, traces, packet captures, etc. is a plus.

  • Read and analyze network and other technical diagrams to aid in problem diagnosis and resolution is a plus.

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Application Instructions

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