Job Description

The Call Center Support Administrator plays a critical role in enhancing customer experience by independently managing ticket resolutions, providing on-call support, and conducting root cause analyses. This position is essential for ensuring compliance with quality standards and operational excellence within the support and operations team.



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Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Cisco Call Center Operations And Ensuring Compliance With Company Policies.



2. Provide On-Call Support For Escalated Issues By Performing Root Cause Analysis Using Cisco Tools, Ensuring Timely Resolution And Documentation Of Incidents.



3. Contribute To Value-Added Activities Such As Updating And Managing The Knowledge Base To Enhance Team Performance And Training New Analysts In Cisco Call Center Processes.



4. Independently Resolve Support Tickets Within The Agreed Sla By Utilizing Cisco Call Center Systems, Ensuring Effective Tracking And Management Of Ticket Volume.



5. Enhance Customer Satisfaction And Csat Scores Through Effective First Call Resolution Strategies While Minimizing Rejected Resolutions And Reopened Cases By Applying Problem-Solving Skills In Cisco Environments.

Skill Requirements

1. Strong Understanding Of Cisco Call Center Technologies And Operations.



2. Proficiency In Ticketing Systems And Troubleshooting Techniques Related To Call Center Support.



3. Good Analytical Skills For Conducting Root Cause Analysis And Identifying Improvement Opportunities.



4. Knowledge Of Quality Assurance Processes And Customer Service Best Practices.

Certification

1. Cisco Certified Network Associate (Ccna) Optional But Valuable.



2. Itil Foundation Certification Optional But Valuable.

No. of Positions

1

Skill (Primary)

DWP-UCC-Network Voice

Auto req ID

1603852BR