Application Support Specialist Black Box

8.0 - 12.0 years

0 Lacs

karnataka

On-site

The role involves recording L2 & L3 issue resolutions, patch updates, upgrades, WFM troubleshooting, and handling archiving issues and speech analytics. You will participate in P1/P2 escalation calls, manage escalations with OEMs or other manufacturers, and ensure timely customer updates. Compliance with internal workflow procedures, administrative duties, and periodic on-call responsibilities are essential. Additionally, you will provide RCA to customers and offer presales support. Key skills required for this position include excellent customer service, strong communication (both written and oral), prioritization of tasks, analytical thinking, organizational skills, and attention to detail. You must have the ability to work independently or as part of a team, handle pressure, and be accountable for decision-making. Certification in loggers for NICE, Verint, Avaya, WFM, and WFO is mandatory. The ideal candidate should have at least 8 years of experience in implementing and supporting various loggers, with proven expertise in NICE, Verint, Avaya, Engage, WFO, AWFO, and WFM. Familiarity with Contact Center technologies, Microsoft OS, Microsoft Office, and web-based applications/interfaces is essential for success in this role.,

Posted 1 month ago

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