Voice Support Help Desk/Queue Manager

Voice Support Help Desk/Queue Manager needs 4+ years experience

Voice Support Help Desk/Queue Manager requires:

• Prefers familiarity with Filemaker for departmental records on the voice network and infrastructure
• Solid understanding of E911 issues and technologies. Preferred: Cisco CER experience
• Basic knowledge of Cisco UCCX Script Editor
• Preferred skill: working with Akkadian
• Thorough understanding of how Rightfax works, including user setup and troubleshooting
• Voicemail (with Speechview)
• Understand call handlers in voicemail

Voice Support Help Desk/Queue Manager duties:

• Coordinate Communications Technicians projects with Voice Engineers if needed
• Keep Techs informed of new products and technologies (act as a mentor)
• Do daily checks of our various systems and report any problems as needed
• Answer Voice Services Help Desk phone hotline as well as enter Service Now Requests and Incident tickets submitted by phone, email or online portal
• Trouble shoot any issues that come from users (phone lines, rightfax, cannot log in to finesse, voicemail)
• Respond to customer emails in a professional and courteous manner
• Work with installers on phone installs.
• Work well with our other teams (PMs, Engineers, Network team, Desktop support, other help desks)
• Put in AT&T disconnects or new phone orders and trouble tickets, access to AT&T prime
• Need to understand how service now works and work tickets (a plus if you can create tickets for users)
• Run reports from Service Now
• Build the following types of devices in Cisco Call Manager (CUCM): Phones, IP communicator, Jabber
• Build Cisco UCCX agents
• Level 1 2 support for Zoom issues