Job Qualifications:
Bachelors degree in a relevant field.
2-4 years of experience.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) .
Provide prompt and accurate feedback to customers .
Refer to internal database or external resources to provide accurate tech solutions .
Ensure all issues are properly logged .
Prioritize and manage several open issues at one time .
Follow up with clients to ensure their IT systems are fully functional after troubleshooting .
Prepare accurate and timely reports .
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients .
Experience with ( Cisco, Genesys ) contact centers .
Experience in Cisco UC Manager / Call Manager (CUCM) .
Experience in Cisco Unity / Cisco Unity Connection (CUC) .
Experience in Cisco Contact Center UCCX or UCCE .
Experience with Call recording systems .
