Application Support Specialist

4 days ago

Bengaluru, Karnataka, India Black Box Full time ₹ 6,00,000 - ₹ 12,00,000 per year
Description
 

Functional:

  • Recording Issues resolutions- L2 & L3. 
  • Patch updates & Upgrades. 
  • WFM Trouble shootings
  • Archiving issues, Speech analytics etc. 
  • Participate in P1/P2 escalation calls and provide customer timely updates
  • Open tickets and manage escalations with OEM and/or other manufacturers if necessary 
  • Compliance with internal workflow and administrative duties (project task reporting, timesheets, ticket open/close policy, etc)
  • Periodic on-call required/Providing RCA to customers
  • Presales support. 

Skills:

  • Excellent customer relations/service skills.
  • Communication both written and oral with excellent attention to clarity and delivery of information to a wide audience.
  • Ability to prioritize and handle multiple tasks simultaneously.
  • Strong analytical, reasoning and organizational and project task management skills.
  • Exceptional attention to detail and follow through, including proper documentation.
  • Ability to understand business systems technologies.
  • Excellent Interpersonal Skills
  • Self-motivated & ability to work on own or with teams
  • Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions.
  • Required certification on logger for – NICE, Verint, Avaya Loggers, WFM, WFO, 

Experience:

  • 8+ years of Implementation & Support Experience working various loggers.
  • Proven expertise with NICE, Verint, Avaya, - Engage, WFO, AWFO, WFM etc. 
  • Well Versed with Contact Center portfolio 
  • Comprehensive knowledge of technologies found commonly in a Contact Center environment. Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces.

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