Profile Summary:
Technical liaison between Operations and IT teams for contact center issues on the call center floor and supporting virtual/hybrid resources.
Duties and Responsibilities:
- Provide support to Customer Service Associates and Contact Center teams experiencing technical issues by diagnosing and resolving problems
- ,Ensure that tickets are assigned to the correct teams and escalate when necessary
- .Partner with technology teams on isolating issues and deploying solutions
- .Other duties as assigned
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Knowledge & Experienc
- e:Bachelor of Science/Arts Degree or equivalent work experienc
- e.Minimum 2 – 3 years help desk and technical troubleshooting experience, preferably in a call center environmen
- t.Technical certifications preferre
- d.Excellent verbal and written communication skill
- s.Problem Solving Skil
- lsRoot Cause Analysis Skil
- lsExperience in interacting with members of management and critical partners in work situation
- s.Demonstrate strong interpersonal, organizational and leadership skill
- s.Contact center platform proficiency (e.g., Genesys Cloud desktop behaviors, softphone, interaction routing basics, status/aux codes, outages vs. misconfig
- ).Endpoint + OS troubleshooting: Windows fundamentals, device manager basics, audio device troubleshooting, USB/headset issues, local client resets, cache/session cleanu
- p.Network & connectivity triage: strong grasp of WiFi vs. wired, VPN behavior, bandwidth/latency/jitter symptoms, DNS basics, is it me or the network isolatio
- n.Voice/UC basics: SIP/VoIP concepts at a practical level (packet loss, jitter, one-way audio), headset/codec impacts, microphone permission
- s.Browser + web app diagnostics: Chrome/Edge troubleshooting, extensions conflicts, cookies/cache, SSO/token issues, pop-up/permission setting
- s.Systems monitoring awareness: can interpret dashboards/alerts (availability, latency, error rates) and correlate to agent-reported symptom
- s.Fast, structured triage method: ability to isolate user / device / network / application / platform quickly and choose the right escalation pat
h.
