Overview
On Site
Contract - W2
Contract - Long Term
Skills
shift counterpart
Job Details
TECHNOGEN, Inc. is a Proven Leader in providing full IT Services, Software Development and Solutions for 15 years.
TECHNOGEN is a Small & Woman Owned Minority Business with GSA Advantage Certification. We have offices in VA; MD & Offshore development centers in India. We have successfully executed 100+ projects for clients ranging from small business and non-profits to Fortune 50 companies and federal, state and local agencies.
CCaaS Shift Lead - Afternoon Shift
Selected candidate must reside within two (2) hours of Client Headquarters in Woodlawn, MD
Actual work hours 2pm-10:30pm
Location: Woodlawn, MD(5 days per week onsite)
2 step interview process
Key Required Skills
Strong knowledge of team supervision and coaching, ability to think independently on an off-hours shift, know how and when to escalate support issues and work in tandem with the morning shift counterpart
Position Description
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.
Detailed Skills Requirements FOUNDATION FOR SUCCESS (Basic Qualifications)
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.
FACTORS TO HELP YOU SHINE (Required Skills)
These skills will help you succeed in this position:
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.
HOW TO STAND OUT FROM THE CROWD (Desired Skills)
Showcase your knowledge of modern development through the following experience or skills:
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.
Education
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.
Must be able to obtain and maintain a Public Trust. Contract requirement.?
Selected candidate must reside within two (2) hours of Client Headquarters in Woodlawn, MD
Actual work hours 2pm-10:30pm
Location: Woodlawn, MD(5 days per week onsite)
2 step interview process
Key Required Skills
Strong knowledge of team supervision and coaching, ability to think independently on an off-hours shift, know how and when to escalate support issues and work in tandem with the morning shift counterpart
Position Description
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.
Detailed Skills Requirements FOUNDATION FOR SUCCESS (Basic Qualifications)
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.
FACTORS TO HELP YOU SHINE (Required Skills)
These skills will help you succeed in this position:
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.
HOW TO STAND OUT FROM THE CROWD (Desired Skills)
Showcase your knowledge of modern development through the following experience or skills:
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.
Education
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.
Must be able to obtain and maintain a Public Trust. Contract requirement.?
Govinda rajulu. M| Sr. Talent Acquisition Specialist
|Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.