CCaaS Tier 2 Support Analyst - Afternoon Shift

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PLEASE NOTE:<\/u>

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• It is a 100% Onsite position, in Woodlawn, MD.<\/b><\/span>

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• Selected candidate must be able to obtain and maintain a public trust clearance<\/b><\/span>

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• Selected candidate must be willing to work on\-site in Woodlawn, MD 5 days a week.<\/b><\/span>

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Position Description:<\/u><\/b><\/span><\/span><\/span>

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An AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect, Amazon's cloud\-based contact center platform. The day\-to\-day responsibilities typically include:<\/span>

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Key Required Skills:<\/u><\/b><\/span><\/span><\/span>

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Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.<\/span>

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Responding to Support Requests<\/b><\/span>

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• Answering user inquiries via phone, email, chat and ServiceNow tickets<\/span>

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• Provide first\-level (Level 1) support for common issues, escalating complex cases to higher\-tier teams<\/span>

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• Create, modify, and remove user accounts in AWS Connect and related systems.<\/span>

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• Manage permissions, roles, and access controls for agents and supervisors<\/span>

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• Assist with helping users obtain system access in training sessions.<\/span>

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• Participate in various tasks and projects as needed<\/span>

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Troubleshooting and Problem Resolution<\/b><\/span>

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• Diagnose and resolve issues related to AWS Connect features, phone systems, and integrations.<\/span>

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• Troubleshoot hardware, software, and network problems affecting call routing, recording, or agent performance<\/span>

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• Follow up on unresolved tickets to ensure full resolution and user satisfaction.<\/span>

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• Contribute to updating knowledge base articles based on recurring issues.<\/span>

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Escalation and Coordination<\/b><\/span>

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• As a Tier 2, will be receiving Tier 1 escalations<\/span>

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• Coordinate with Tier 3, as needed, to get ticket resolution.<\/span><\/span><\/span><\/span>

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Requirements<\/h3>

Skills Requirements:<\/u><\/b><\/span><\/span><\/span>

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• Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.

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• 3+ years of Help Desk\/Desktop support experience.

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• 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.

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• 2 years of experience providing Tier 2 IT support services to customers.

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• 2 years of experience using an IT Service Manager application for logging tickets and requests.

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• Must have strong communication and customer service skills.<\/b>

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• Good Interpersonal skills that demonstrate the ability to communicate with customers.

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• Experience with using ServiceNow IT Service Management.

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• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.

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• Flexible and positive attitude with interest in learning new technical skills. Strong problem\-solving skills and the ability to work in a fast\-paced environment.

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• Strong understanding of IVR terminology and services.

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• Provide guidance and mentor Tier 1 Support Analysts.

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• High level of organization, reliability, and independence.

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• Passion and understanding of technology.

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• Strong written and verbal communication; ability to engage customers and respond effectively to questions.

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• Self\-starter, highly motivated individual who adapts to a dynamic work environment.

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• Strong attention to detail with an ability to operate effectively across multiple priorities.

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• Prior Federal government experience.<\/span><\/span><\/span><\/span><\/span>

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