Project Description:

New position to support service offerings including VDNA, internal client site support and IBM Outsourcing contracts. Voice DNA service offering which is a web based application providing telephoneVDNA support involves station configuration, initial router triage, customer portal configuration, voicemail support, call tree support, and some basic router configuration. Client internal support and IBM outsourcing is comprised of TDM PBX, dedicated T1/T3, switched local/long distance, toll free number and calling card support.This position will be mainly tasked with call answer, basic troubleshooting and routing ticket to appropriate work center.

Job Description:

The associate will be responsible for taking customer calls, opening a corresponding trouble ticket through the Remedy/AOTS ticketing system, and then work to resolve the issue or route the trouble via phone call or external/internal ticketing system to the responsible work center

.

Coverage will be the following:

This position will be 06:00a-2:45p, Monday-Friday

All associates would need to be available to fill in on any shift occasionally for which the group may need extra coverage due to vacations, illness etc. Occasional overtime may also be necessary.
1)Remedy/AOTS

TicketingIntermediate Require

2)Microsoft Office SuiteIntermediate Require

3)TDM Voice Transport troubleshootingIntermediate Require

4)VOIP troubleshootingIntermediate Require

5)Cisco IPTEntry Level Desire

6)Edgewater/Edgemarc troubleshooting/supportIntermediate DesiredCisco,Remedy,TROUBLESHOOTING,Ticketing systems,AOTS,Voice Transport,VoIP Troubleshooting,LD TDM Network,Desired: Cisco IPT; Edgewater/Edgemarc troubleshooting/supportIntermediate level skills required.,

Job type: 9+ Month ContractExperience: At Least 3 Years


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