Job Description:

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

Company Description:
Global Channel Management is a technology company that specializes in various types of recruiting and staff augmentation. Our account managers and recruiters have over a decade of experience in various verticals. GCM understands the challenges companies face when it comes to the skills and experience needed to fill the void of the day to day function. Organizations need to reduce training and labor costs but at same requiring the best "talent " for the job

https://www.globalchannelmanagement.com/