Operations Support Specialist

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.

Knowledge & Experience:

•Bachelor of Science/Arts Degree or equivalent work experience.

•Minimum 2 – 3 years help desk and technical troubleshooting experience, preferably in a call center environment.

•Technical certifications preferred.

•Excellent verbal and written communication skills.

•Problem Solving Skills

•Root Cause Analysis Skills

•Experience in interacting with members of management and critical partners in work situations.

•Demonstrate strong interpersonal, organizational and leadership skills.

•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 cleanup.

•Network & connectivity triage: strong grasp of Wi-Fi vs. wired, VPN behavior, bandwidth/latency/jitter symptoms, DNS basics, is it me or the network isolation.

•Voice/UC basics: SIP/VoIP concepts at a practical level (packet loss, jitter, one-way audio), headset/codec impacts, microphone permissions.

•Browser + web app diagnostics: Chrome/Edge troubleshooting, extensions conflicts, cookies/cache, SSO/token issues, pop-up/permission settings.

•Systems monitoring awareness: can interpret dashboards/alerts (availability, latency, error rates) and correlate to agent-reported symptoms.

•Fast, structured triage method: ability to isolate user / device / network / application / platform quickly and choose the right escalation path.