Technical Support Specialist for MS Teams Room and Cloud Contact Center Solutions

3 semanas atrás


São Paulo, São Paulo, Brasil Mitel Networks Tempo inteiro
About the Role

As a Technical Support Specialist for MS Teams Room and Cloud Contact Center Solutions, you will be responsible for providing exceptional support to our customers.

Key Responsibilities:

  1. Receive demands via ITSM tool – Requests and Incidents.
  2. Perform troubleshooting on the components of the MS TEAMS ROOM solution - hardware and software, as well as customer's infrastructure.
  3. Perform troubleshooting on the components of the Cloud Contact Center solution, including customer's infrastructure.
  4. Monitor and follow process for customer notifications or vendor engagement.
  5. Perform updates/configurations of equipment in the customer's tools.
  6. Evaluate escalation of doubts and failures to the vendor in English.
  7. Interact with the customer's technology areas to reestablish the solution, occasionally implementing workarounds to re-establish service.
  8. Creation of Knowledge Base regarding the customer's environment.
  9. Delivery of SLA and customer satisfaction.

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