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Deliver remote service and support to customers • Work in shifts • Interact with customers to provide response to inquiries, concerns, and requests • Gather customer's information and determine the issue by technically evaluating and analyzing the symptoms • Follow standard processes and procedures • Identify and resolve engagement issues, independently to the extent possible, only escalating issues as appropriate. • Accurately process and record call transactions using designated tracking software; • Follow up and make scheduled call backs to customers where necessary; • Stay current with system information, changes and updates • Prepare Knowledge base articles post issue resolution / Standard operating procedures for repeat activities.
Indepth Knowledge in supporting and handling AACC and CM • Troubleshooting and log file analysis • Administration and Support of various flavors of AACC • Able to solve a wide range of basic to complex problems with general guidance • Managing Escalations • Have good understanding of integrations with other adjuncts for these products • Knowledge on Nortel & Avaya PBX
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