The role involves demonstrating deep subject matter expertise to restore service and resolve chronic issues for contact center customers
Job Summary
The role involves demonstrating deep subject matter expertise to restore service and resolve chronic issues for contact center customers.
Team members are expected to mentor colleagues, improve internal procedures, and ensure all cases meet strict Service Level Agreements.
Candidates must possess strong analytical skills to diagnose complex networking and software problems while effectively communicating with stakeholders.
Matching Summary
The role involves demonstrating deep subject matter expertise to restore service and resolve chronic issues for contact center customers.
Skills & Requirements
Must-have
7+ years technical customer service experience
Advanced SaaS and telecommunications knowledge
Expertise in VoIP, SIP, TCP/IP, and networking
Root cause analysis using logs and packet captures
Mentoring and training support team members
Knowledge-Centered Service (KCS) methodology
SLA management and case prioritization
Nice-to-have
Experience with Workforce Management software
Outbound dialler system experience
Troubleshooting MPLS and OC-X services
API conceptual understanding and usage
Database and SQL competency
Flexible schedule and on-call availability
Key Requirements
Bachelor's degree in CS or equivalent experience
Minimum 3 years advanced technology experience
Proven ability to drive escalated problems to resolution