CCaaS Shift Lead - Afternoon Shift

• It is 100% Onsite Position
  
• Selected candidate must reside within two (2) hours of SSA Headquarters in Woodlawn, MD
  
• Actual work hours 2pm-10:30pm
  
• Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week.
  

• Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.
  
• Provide guidance and assistance to Tier 1 and Tier 2 resources as needed.
  
• Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may need potentially have bigger impacts.
  
• Provide recommendations on tasks that may be handled by the Tier 1 and Tier 2 resources.
  
• Provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 and Tier 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

• 3+ years of Help Desk/Desktop support experience.
  
• 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
  
• 2 years of experience as a Team Lead for a Help Desk support team.
  
• 2 years of experience providing Tier 2 IT support services to customers.
  
• 2 years of experience using ServiceNow application for logging tickets and requests.
  
• Must have strong communication and customer service skills
  
• Good Interpersonal skills that demonstrate the ability to communicate with customers.
  

• 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.
  
• Experience as a Help Desk team lead.
  
• Experience providing guidance, orientation and training on processes, procedures and systems supported by the team.
  
• Experience with using ServiceNow IT Service Management.
  
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
  
• Strong understanding of IVR terminology and services.
  
• Must be able to obtain and maintain a Public Trust. Contract requirement.
  

• 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.
  
• High level of organization, reliability, and independence.
  
• Passion and understanding of technology.