Voice Support Help Desk/Queue Manager - Global Channel Management, Inc

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

COVID vaccine

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 (PM's, 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