Technical Support Specialist – Contact Center

Remote Worldwide Hiring now

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 reputed company 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:

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