Job Title

Job Description We are seeking an experienced technical professional to join our team as a Contact Center Support Specialist . This role is ideal for individuals with a background in Cisco Contact Center environments who thrive in fast-paced, client-facing settings. The successful candidate will provide level 2 technical support for hardware and software issues, diagnose and document incidents using a ticketing system, and deliver support via various channels including chat, email, phone, and on-site visits. Provide Technical Support : Troubleshoot and resolve hardware and software issues in a timely manner. Incident Management : Diagnose and document incidents using a ticketing system, ensuring accurate and timely resolution. Multi-Channel Support : Deliver support via various channels including chat, email, phone, and on-site visits. Key Responsibilities Collaboration and Communication : Work collaboratively with implementation and escalation teams to resolve complex issues, while maintaining effective communication with clients and stakeholders. Service Quality : Monitor ongoing cases, ensuring timely resolution and client satisfaction. Knowledge Management : Contribute to and maintain internal knowledge bases, ensuring accurate and up-to-date information. Reporting and Documentation : Prepare accurate service reports and technical documentation. Required Skills and Qualifications To be successful in this role, candidates must possess the following skills and qualifications: Education : Degree in Systems Engineering, Electronics & Communications, or a related field. Certification : CCNA, CCNP, or equivalent certification. Technical Skills : Intermediate knowledge of network administration and Windows environments. Experience : Experience with Cisco Contact Center (Express or Enterprise), Cisco Call Manager, and Webex Contact Center (cloud). Languages : Solid written communication skills in English (technical level). Benefits This role offers a range of benefits, including: Flexible Working Hours : Ability to work flexible hours, including nights and weekends. Travel Opportunities : Availability to travel locally and regionally. Professional Development : Opportunity to develop skills and knowledge in a dynamic and supportive environment. Keyword Technical Support Specialist