Application Support Specialist
- Bangalore, Karnataka
- Permanent
- Full-time
- 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.
- 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,
- 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.