CCaaS Tier 2 Support Analyst - Afternoon Shift

Omm IT Solutions•Woodlawn, MD

29d•Onsite

About The Position

An AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect, Amazonâs cloud-based contact center platform. The day-to-day responsibilities typically include:

Requirements

Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.
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.
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 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 strong communication and customer service skills.
Good Interpersonal skills that demonstrate the ability to communicate with customers.
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.
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.

Nice To Haves

Prior Federal government experience.

Responsibilities

Responding to Support Requests
Answering user inquiries via phone, email, chat and ServiceNow tickets
Provide first-level (Level 1) support for common issues, escalating complex cases to higher-tier teams
Create, modify, and remove user accounts in AWS Connect and related systems.
Manage permissions, roles, and access controls for agents and supervisors
Assist with helping users obtain system access in training sessions.
Participate in various tasks and projects as needed
Troubleshooting and Problem Resolution
Diagnose and resolve issues related to AWS Connect features, phone systems, and integrations.
Troubleshoot hardware, software, and network problems affecting call routing, recording, or agent performance
Follow up on unresolved tickets to ensure full resolution and user satisfaction.
Contribute to updating knowledge base articles based on recurring issues.
Escalation and Coordination
As a Tier 2, will be receiving Tier 1 escalations
Coordinate with Tier 3, as needed, to get ticket resolution.
Provide guidance and mentor Tier 1 Support Analysts.