Sr. CCaaS Technician - Masco Corporation
Herndon, VA
About the Job
Job Description
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.
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.
Hourly 60-70/hr
Salary 120-145k
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 consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
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. null
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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
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.
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.
Hourly 60-70/hr
Salary 120-145k
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 consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
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. null
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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
Source : Masco Corporation