Support RingCentral Office, NICE inContact CXOne, Avaya S8300 (On-Prem)

• Call flow creation and management, Script creation

• Deliver IVR related Change Request/Service Request/Incidents and troubleshooting• Recording configuration and management

• Voice mail set up and configuration

• Setup in the application for queues, routing, SLAs

• Skill-based auto-routing• 2nd level of troubleshooting.

• Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems.

• Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers.

• Timely handoff (escalation) of cases that require technical assistance to NOC etc.

• Manage his backlog efficiently, with a focus on customer satisfaction and first call resolution.

• Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise.

• Support of the various Voice Platforms like RingCentral Office, NICE inContact CXOne, Avaya S8300 (On-Prem) CN-SH,Avaya S8500 (On-Prem) CN-GZ,Digital Phone System by ChugHwa Telecom (On-Prem) TW,Babble (Sesui) (Cloud-based) UK etc.

Qualifications

Bachelors