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