Key skills
ITSMServiceNowCRMCollaboration
About this role
Role Overview
- Provide end-user support for contact center agents utilizing Cisco telephony solutions
- Troubleshoot break/fix issues
- Manage provisioning in a Cisco-based environment
- Support for Avaya telephony products
- Manage front-line operational tickets to support contact center agents
- Assess workstation configurations and ensure PC performance
- Coordinate with vendors to maintain specifications and standards
- Work US hours: Monday-Friday 8am to 5pm EST
Requirements
- 3+ years proficiency with Windows desktop troubleshooting
- Working knowledge of ITSM ticketing systems (e.g., ServiceNow)
- Strong interpersonal skills for collaboration
- 3+ years of experience supporting Cisco contact center environments
- Strong working knowledge of Cisco Finesse and CUCM administration
- Experience with Avaya IP Telephony
- General understanding of CRM platforms
- Experience troubleshooting audio quality issues
- Familiarity with contact center supporting technologies
Tech Stack
- ITSM
- ServiceNow
Benefits
- Employee centric organization
- Paid time off
- Flexible work arrangements