Technical Support: Complete tickets turned in to the Track-It system in compliance with SLA’s. Tickets consist of basic and advanced phone problems, troubleshooting voice quality issues, managing phone services, VM password resets and account unlocks, MeetingPlace Express account unlocks, user group management, meeting configuration and support, Basic and advanced VM support.
Keep inventory of phones, and testing when they are taken into stock from termed employees
Maintain list of available and used extension for user phones, fax, and office numbers
Provide UCCX support to call centers, this consists of maintaining agent skills in the queue, troubleshooting login problems. Responsible for managing UCCX applications, and working with call center management to make updates to improve agent or customer experience.
Work with developers to create reports for call center management
Overall functionality of voice systems, upgrades and deployment of new software in the voice and phone environment
Managing Long Distance and Local phone services could consist of working with carrier to restore service in an outage, invoice reconciliation, working with carriers to resolve billing disputes