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Open nowFirst seen 3 days ago

Voice Support Help Desk/Queue Manager

global-channel-management-inc944 open roles

Where
Chicago, Illinois, United States
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Your applicationOpen nowVoice Support Help Desk/Queue Managerglobal-channel-management-inc · Chicago, Illinois, United States

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on global-channel-management-inc's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

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
  • 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 (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 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
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