Global Channel Management, Inc.
Voice Support Help Desk/Queue Manager
Global Channel Management, Inc., Chicago, Illinois, United States, 60290
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 infrastructureSolid understanding of E911 issues and technologies. Preferred: Cisco CER experienceBasic knowledge of Cisco UCCX Script EditorPreferred skill: working with AkkadianThorough understanding of how Rightfax works, including user setup and troubleshootingVoicemail (with Speechview)Understand call handlers in voicemailVoice Support Help Desk/Queue Manager duties:
Coordinate Communications Technicians projects with Voice Engineers if neededKeep Techs informed of new products and technologies (act as a mentor)Do daily checks of our various systems and report any problems as neededAnswer Voice Services Help Desk phone hotline as well as enter Service Now Requests and Incident tickets submitted by phone, email or online portalTroubleshoot any issues that come from users (phone lines, rightfax, cannot log in to finesse, voicemail)Respond to customer emails in a professional and courteous mannerWork with installers on phone installs.Work well with our other teams (PMs, Engineers, Network team, Desktop support, other help desks)Put in AT&T disconnects or new phone orders and trouble tickets, access to AT&T primeNeed to understand how Service Now works and work tickets (a plus if you can create tickets for users)Run reports from Service NowBuild the following types of devices in Cisco Call Manager (CUCM): Phones, IP communicator, JabberBuild Cisco UCCX agentsLevel 1 2 support for Zoom issues
#J-18808-Ljbffr
Voice Support Help Desk/Queue Manager requires:
Prefers familiarity with Filemaker for departmental records on the voice network and infrastructureSolid understanding of E911 issues and technologies. Preferred: Cisco CER experienceBasic knowledge of Cisco UCCX Script EditorPreferred skill: working with AkkadianThorough understanding of how Rightfax works, including user setup and troubleshootingVoicemail (with Speechview)Understand call handlers in voicemailVoice Support Help Desk/Queue Manager duties:
Coordinate Communications Technicians projects with Voice Engineers if neededKeep Techs informed of new products and technologies (act as a mentor)Do daily checks of our various systems and report any problems as neededAnswer Voice Services Help Desk phone hotline as well as enter Service Now Requests and Incident tickets submitted by phone, email or online portalTroubleshoot any issues that come from users (phone lines, rightfax, cannot log in to finesse, voicemail)Respond to customer emails in a professional and courteous mannerWork with installers on phone installs.Work well with our other teams (PMs, Engineers, Network team, Desktop support, other help desks)Put in AT&T disconnects or new phone orders and trouble tickets, access to AT&T primeNeed to understand how Service Now works and work tickets (a plus if you can create tickets for users)Run reports from Service NowBuild the following types of devices in Cisco Call Manager (CUCM): Phones, IP communicator, JabberBuild Cisco UCCX agentsLevel 1 2 support for Zoom issues
#J-18808-Ljbffr