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Customer Telephone Support Analyst Associate

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Job Number:
640475
Job Category:
Information Technology - Other
Location:
ATLANTA, GA US
Schedule:
Full-time
Travel:
None
Shift:
Day Job
Potential for Teleworking:
No
Clearance Level Must Currently Possess:
None
Clearance Level Must Be Able to Obtain:
Other Clearance
Description:
We support our client’s charge to provide world-class service, support and technology for operating divisions and functional organizations to achieve their desired service levels for all telephone, correspondence and electronic media inquiries.  This is accomplished in a multifaceted and technically complex environment that requires a close integrated partnership between Information Technology (IT) and the Business.

Our goal is to help customers, partners and stakeholders bring together the right information and services, at the right time in the right context, to enable our client’s business units the ability to improve their efficiency and quickly solve critical business challenges.

Leidos is seeking a Customer Telephone Support Analyst Associate. This is an entry level position. The Analyst will provide Level 1 and 2 support for the operation to include coordination and performing system maintenance, monitoring contact center subsystems, user password resets, troubleshooting contact center applications.

Contact Center applications include:

• Aspect EWFM
• Verint Ultra 10 Contact Recording
• Call Miner Eureka Contact Analytics
• Cisco Intelligent Contact Manager/Customer Voice Portal
• Aspect Automated Call Distributors
• Intervoice Voice Response Unit Platform
• Aspect Proxy servers
• Aspect Unified IP Predictive Dialer System
• NextTalk TTY

Duties Include:

• Proactively monitor the health of the contact center platforms and applications rapidly identifying issues.
• Coordinating with vendors and other client organizations for system maintenance on enterprise platforms.
• Provide daily status reports and ticket updates.
• Windows 2003, 2008, and 2012 Server software, hardware and application support
• Level 1 and 2 support analysis, resolution, and escalation of contact center incidents.
• Monitor health of the Toll-Free Carrier Network and site based equipment.
• Assist in the daily ongoing support for contact center applications.
• Research and resolve real-time problems in the call center enterprise.
• Manage Moves, Adds and Changes for contact center agents on the technology platforms.
• Monitor availability and status of the client’s network.

Qualifications:
Required Skills:

• Strong attention to detail, excellent organizational skills, and the ability to effectively communicate.
• Self-motivated and able to work independently with minimal supervision.
• Able and willing to work multiple tasks simultaneously, prioritize and work under pressure with tight deadlines.
• Proven analytical skills in Service Desk environment.
• Commitment to quality customer service.
• Excellent writing skills.
• Experience troubleshooting and resolving operating system incidents for Windows Server 2003 and above.
• Experience troubleshooting and resolving Commercial Off The Shelf Application incidents.
• Experience troubleshooting and resolving Cisco Network incidents.
• Experience working in a Network Operations Center environment.

Desired/Optional Application Skills:

• Aspect EWFM
• Verint Ultra 10 Contact Recording
• Call Miner Eureka Contact Analytics
• Cisco Intelligent Contact Manager/Customer Voice Portal
• Aspect Automated Call Distributors
• Intervoice Voice Response Unit Platform
• Aspect Proxy servers
• Aspect Unified IP Predictive Dialer System
• NextTalk TTY
• Cisco Routers and Switches


Education/Experience:

Two or four year technical degree in related discipline. Three years of related experience can be utilized in lieu of a degree.
Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
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