Contact Center Technical Support Engineer (Klo Job No 143)

Job description

Role & responsibilities

• Delight our customers by delivering prompt, professional and thorough solutions to their IT needs consistent with the demands of our growing business.
• Taking an end-to-end approach to service management following through on service delivery through the Technology and other related resolver teams.
• Monitoring current integrated Contact Centre solution via integration, application, and network dashboards.
• Interrogating and understanding data produced from the monitoring dashboard tools.
• Continual Service Improvement and recommendations based on lessons learnt through incident and problem management, and system monitoring.
• Triage Incident Management on level 2 support, troubleshoot problem management using the ITIL framework.
• Work in 24/7 rotational shift and ensure incidents are triage and resolved within the agreed SLA
• Support the Contact Centre System Administrator for product enhancements, implementations, unit testing and coordination of changes to the Contact Centre cloud platforms, as required for system configuration on ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queue and other messaging, call recording services, email, chat, studio scripting and other components.
• Collaborate with the System Administrator, developers, and cross-functional teams across IDPs integrated landscape
• Support in maintaining existing technical documentations.
• Liaison with Third party vendors, partners and suppliers including Verizon, Nice inContact and Genesys
• Creating of monthly service level performance reports, and any other reports required