Application Support Specialist

As an experienced Implementation & Support specialist, your role will involve recording issue resolutions at L2 & L3 levels, performing patch updates & upgrades, troubleshooting WFM issues, and handling archiving issues and speech analytics. You will be required to participate in P1/P2 escalation calls, open tickets, and manage escalations with OEMs and other manufacturers when necessary. It is essential to comply with internal workflow procedures, complete administrative duties such as project task reporting, timesheets, and adhere to ticket open/close policies. Periodic on-call duties will be required, and you will need to provide Root Cause Analysis (RCA) to customers as needed. Additionally, your role may involve providing presales support. Key Responsibilities: - Record issue resolutions at L2 & L3 levels - Perform patch updates & upgrades - Troubleshoot WFM issues - Handle archiving issues and speech analytics - Participate in P1/P2 escalation calls and provide timely updates to customers - Open tickets and manage escalations with OEMs and other manufacturers - Comply with internal workflow procedures and administrative duties - Provide RCA to customers as required - Offer presales support Qualifications Required: - Excellent customer relations/service skills - Strong communication skills, both written and oral, with a focus on clarity and delivery of information - Ability to prioritize and multitask effectively - Strong analytical, reasoning, organizational, and project task management skills - Exceptional attention to detail, follow-through, and documentation - Understanding of business systems technologies - Excellent interpersonal skills - Self-motivated with the ability to work independently or as part of a team - Ability to work under pressure, handle multiple assignments, prioritize work, and take full responsibility for decisions - Certification required for loggers such as NICE, Verint, Avaya Loggers, WFM, WFO Experience: - 8+ years of Implementation & Support Experience working with various loggers - Proven expertise with NICE, Verint, Avaya, Engage, WFO, AWFO, WFM, etc. - Well-versed in Contact Center portfolio - Comprehensive knowledge of technologies commonly found in a Contact Center environment, including Microsoft OS (Client and Server), Microsoft Office, and Web-based applications/interfaces.,