CCaaS Tier 3 Support Analyst/Platform Administrator

• It's 100% Onsite position.
  
• Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday. 
  
• There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6:30am-3:30pm.  Afternoon shift will be staggered from 2:30pm-10:30pm.
  

• Experience in providing IT Help Desk Tier 3 support and assistance in resolving their technical issues escalated by the Tier 1/2 resources.
  
• Train and provide guidance to Tier 1/2 resources on resolving issues and processing requests.
  

• Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application.
  
• Assist in reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers.
  
• Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers.
  
• Fill in the role as part of the Tier 1/2 support to if needed provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1/2 resources) to log issues and requests in ServiceNow IT Service Manager.
  
• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
  
• Triage requests to ensure accurate transfers and escalation of customer requests or issues.
  
• Provide off-hour emergency support as needed.
  

Requirements

• Bachelor's Degree and 7 years of experience, Master's Degree and 5 years of experience OR 13+ years of experience in lieu of a degree. ​
  
• 7 years of Help Desk/Desktop support experience.
  
• 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
  
• 3 years of experience providing Tier 3 IT support services to customers.
  
• 3 years of experience using an IT Service Manager application for logging tickets and requests.
  
• Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting.
  
• Ability to learn and provide guidance to lower service tiers.
  
• Must have strong communication and customer service skills
  
• Good Interpersonal skills that demonstrate the ability to communicate with customers.
  
• Must be able to obtain and maintain a Public Trust. Contract requirement.
  

• Extensive experience troubleshooting technical issues.
  
• Experience in providing a CCaaS Application support.
  
• Experience with using ServiceNow IT Service Management.
  
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
  
• 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.
  
• Strong understanding of IVR terminology and services.
  
• High level of organization, reliability, and independence.
  
• Passion and understanding of technology.
  

• Strong written and verbal communication; ability to engage customers and respond effectively to questions.
  
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
  
• Strong attention to detail with an ability to operate effectively across multiple priorities.
  
• Prior Federal government experience.