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