Job Description
Job Description
Systems Engineer 3
Location: Washington DC
Duration: 6+ Months
Rate: Up to $36.50/hr BOE
Summary:
The experienced Sr. CCaaS Technician will take ownership of tickets and incidents requiring Tier 3 level expertise and when available, assist Tier 2 level (Mid and Junior level) technicians in troubleshooting and complex MACD (move, add, change, delete) tasks.
Basic Qualifications
• Provide a high-level of customer service through triaging incidents and escalating when necessary. Emphasis on Customer Advocacy.
• Resolve issues for CCaaS Genesys Cloud CX incidents and requests in a timely manner, working collaboratively with primary service desk level 1 techs.
• Respond to and resolve inbound CCaaS end user ServiceNow support tickets in a timely manner.
• Able to prioritize dynamically when multiple incidents are in play, such as P1, P2 and/or P3 tickets/incidents.
• Excellent US English communication skills and able to establish trust relationship with customers, ensuring regular/timely/understandable progress updates.
• Work with system and application owners to remediate reoccurring issues.
• 3+ years experience with ServiceNow, Jira and Confluence (or Rally) systems.
Required Qualifications
• Bachelors Degree and 8 Years of relevant UC and Contact Center work experience.
• Prior Genesys Cloud CX and Genesys PureConnect Experience.
• ServiceNow (3+ years experience) on Ticket and Incident Management.
• Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Windows and Linux Desktops.
• Strong knowledge on Cloud based solutions (Amazon AWS, Microsoft Azure).
• 3-5 years experience with MS TEAMS.
US Citizen or Green Card/Perm Res required
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Company Description
Technical Services Company that services the Defense and Aerospace Industries
Company Description
Technical Services Company that services the Defense and Aerospace Industries