Sr Associate App/Prod Support

Job Description:

Job Description:

About the Team:

Contact Center Tier 1.5 Team, Supports contact center applications providing 24x7 support for

our agents who intern support our external customers. like Avaya OneX/Softphones, Coral

Voice/Chat, Qfiniti, SingleCTI, Genesys, etc. This team front ends all contact center issues

reported by agents and their supervisors. This team also conducts morning shakeout of all

applications before all major contact centers open for business and to support all Teams

Channels for quick response to experts. This team will also help monitor all alerts and

dashboards and proactively engage the next tier team during outages. This team resolves issues

related to above applications and involves Tier 2 and Call to work teams if needed. The role of

the team will be further enhanced to support other contact center applications in the future.

About the Job This is a Contact Center Technical support role based out of Bangalore/India. The job role involves supporting 24x7x365 and the engineers will have to follow rotational shifts including night shifts. The role requires the candidate with a minimum of 2+ years of experience in a technical support role, preferably supporting Contact Center Infrastructure and applications like Genesys, Avaya, ICM, Coral, Verint, Qfiniti, Affiniti, etc., Exposure to skill on any Cloud contact centers will also be good. The role requires a basic to medium level of understanding of Network fundamentals, Telecom fundamentals and Contact Center (Call Center technology) fundamentals and to be able to provide Tier 1/1.5 technical support for contact center applications. The role needs expertise on ticketing systems (Service Now, AOTS or any other), proficient with Incident management, Monitoring and Service request management process with excellent communication skills both verbal and written.

Responsibilities and Day-to-Day View:

1) Install and configure contact center and desktop applications (Softphones, VPN, agent

desktop applications and other 3rd party contact center applications.)

2) Continuously monitor and maintain systems and networks (alert management)

3) Respond to technical support calls/tickets (Tier 1/1.5) from other support groups or

customers/business and perform initial triage and resolve issues wherever possible

and escalate/transfer issues to Tier 2/3 or other support groups as needed. Ensure SLA’s are met all times. 4) Diagnose and troubleshoot system, network and application problems, software/hardware complications. 5) Support the rollout of new applications/onboarding support of new contact center applications and technologies. 6) Collaborate with other IDC groups in India and support other teams on need basis. 7) Escalation of issues that cannot be resolved within time to Tier2/3 teams as per the process. 8) Monitor different chat queues in MS Teams and communicate/support as per the guidelines. 9) Proactive checks to be performed across the platform to ensure stability of services. 10) Outage management and collaboration with other support teams for delivering better customer service and higher uptime.

Skillset Required:

1) Understanding of Telecommunication concepts

2) Knowledge of telephony systems and protocols

3) Knowledge of any contact center technologies and cloud contact centers (Genesys,

Avaya, Cisco, etc.,

4) Familiarity with call center technology terminologies and its basic functioning like IVR,

ACD, Call recording/tracking, skill based routing/intelligent call routing, chat bots, Queue

call back(courtesy call back), Inbound and Outbound, unified communications, etc.,

5) Expertise in ticketing systems

6) Able to triage basic desktop/laptop issues impacting the functioning of core applications

7) Operations support experience.

8) Good understanding of ITIL process/certification

9) Excellent communication skills, both verbal and written

10) Analytical and problem-solving skills.

11) Team working skills.

12) Ability to think logically and strategically.

13) Flexibility and adaptability @ work.

14) Customer service skills

Qualification:

Any Bachelor’s degree

Experience: 2+ years of experience in relevant areas.

Certifications like ITIL, CCNA or other Voice certifications would be good

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.