CCaaS Team Lead (PUBLIC TRUST REQUIRED)
: Job Details :

Job Description Position Description •Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team. •Provide guidance and assistance to Tier 1 and Tier 2 resources as needed. •Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may potentially have bigger impacts. •Provide recommendations on tasks that may be managed by the Tier 1 and Tier 2 resources. •Provide CCaaS 800 Number support when needed (high call volumes or absence of Tier 1 and Tier 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. Basic Qualifications •3+ years of Help Desk/Desktop support experience •3 years of experience working with laptops running Microsoft Windows OS and Office365 suite •2 years of experience as a Team Lead for a Help Desk support team •2 years of experience providing Tier 2 IT support services to customers •2 years of experience using an IT Service Manager application for logging tickets and requests •Must have effective communication and customer service skills. •Good People skills that demonstrate the ability to communicate with customers. Required Skills •Bachelor's Degree and 3 years of experience, master's degree and 1 year of experience OR 7+ years of experience instead of a degree. •Experience as a Help Desk team lead. •Experience providing guidance, orientation, and training on processes, procedures, and systems supported by the team. •Experience with using ServiceNow IT Service Management. •Excellent communication and people skills with the ability to collaborate effectively with customers. •Flexible and cheerful outlook with an interest in learning new technical skills. •Strong critical thinking skills and the ability to work in a challenging environment. •Strong understanding of IVR terminology and services. •Elevated level of organization, reliability, and independence. •Passion and understanding of technology. Desired Skills •Strong written and verbal communication; ability to engage customers and respond effectively to questions. •Initiative-taker, initiative-taking individual who adapts to a dynamic work environment. •Strong diligence with an ability to operate effectively across multiple priorities. •Prior Federal government experience.