Account Service Team Lead - Cisco at ConvergeOne in Remote
Overview Summary The Account Service Technical Team Lead represents the ConvergeOne Premier Cisco UC managed services team and reports directly to the Account Service Team Manager. The Account Service Technical Team Lead assists in the day to day operations of the Premier Cisco UC managed services engineering team and acts as a technical escalation point on high profile and outage issues. Responsibilities Essential Functions Acts as an escalation point to resolve client issues and manages escalations as necessary Collaborates and consults with engineers, customers, vendors and contractors to resolve customer issues Assists in determining root cause analysis on major issues as requested Mentors mid-level engineers on the Customer Support Centers processes, provides technical insight and best practice recommendations Assists in assigning tickets and team queue management Works closely with other peer Technical Team Leads and additional support team within the CSC Provides daily, weekly and ad-hoc data analysis and reports to CSC management Follows up with customer contacts to ensure satisfactory resolution Demonstrates high standards of conduct and ethics as well as appropriate judgment, independence, and discretion Additional Specific Duties and Responsibilities Works on projects both independently and in a collaborative manner with peers Develops and documents process standards, best practices and templates Makes recommendations for team training and development Available outside of normal business hours as requested or required Qualifications Required Qualifications Bachelor's degree in telecommunications or equivalent related education and work experience 5 years' experience supporting Cisco hardware and software Strong working knowledge of UCCE and CUCM 11.5 and higher Must possess excellent oral and written communication skills Highly skilled in writing with details, accuracy and consistency Strong analytical, interpersonal, and relationship building skills Strong work ethic and personal drive to excel Strong sense of urgency and commitment to get the job done Superior negotiation, coordination, and conflict resolution skills Ability to use (and learn new) complex systems, technologies, and applications Ability to adapt to change quickly and multi-task Desired/Preferred Qualifications Industry certifications on Cisco telephony and associated technology solutions Experience performing moves, adds, changes specifically in a Cisco Contact Center environment Experience supporting Cloud/Hosted Environments Webex Contact Center and/or Webex Control Hub knowledge 5
years' experience working in a managed services environment supporting a multitude of customers Team leadership work experience
Salary Range:
$80K -- $100K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
years' experience working in a managed services environment supporting a multitude of customers Team leadership work experience
Salary Range:
$80K -- $100K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
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