Job Description
Job Description
* Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.
* Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 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.
The pay range for this position is $35/hr - $48/hr
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive considerat...
* Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.
* Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 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.
The pay range for this position is $35/hr - $48/hr
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive considerat...
Ready to Apply?
Take the next step in your AI career. Submit your application to Insight Global today.
Submit Application