CCaaS Tier 1 Support Analyst
Maryland City, Maryland, United States of America
Contract
3 weeks ago
$60 USD
Key skills
ServiceNowCommunication
About this role
Role: CCaaS Tier 1 Support Analyst
We are seeking a CCaaS Tier 1 Support Analyst to provide first-level technical support and troubleshooting for contact center and IT service environments. The ideal candidate will have strong help desk experience, excellent documentation skills, and hands-on experience using ServiceNow.
Key Responsibilities
Provide Tier 1 help desk support and resolve user issues
Troubleshoot application, system, and access issues
Log, track, and manage tickets using ServiceNow
Document issues, resolutions, and knowledge base articles
Escalate complex issues to Tier 2/3 teams when needed
Required Skills
IT Help Desk / Service Desk experience
Experience with ServiceNow (ITSM tool)
Strong troubleshooting and analytical skills
Experience documenting incidents and resolutions
Good communication and customer support skills