Vacancy expired!
Role: UCCE Engineer Location: Remote Job Description: knowledge in IPT, UCCE, UCCX, PCCE, call center operational dynamics, CTI (Computer Telephony Integration), and Enterprise Reporting utilizing Cisco Packaged CCE (Contact Center Enterprise) solutions. Key Skills: IPT, UCCE, UCCX, PCCE
- Resolving customer major problems and queries and attending weekly calls to address the issues and concerns.
- Log, Resolve, track all queries and update the system accordingly
- Take ownership of all queries, Identify and highlight issues to relevant departments for resolution and follow through until resolved
- Communicate regularly with the customer making sure they are kept informed at all times of the status of their issue(s) until resolution is in place
- Identify gaps in the customer's support agreement as sales opportunities and notify 'Sales' to quote customer
- To keep informed of new changes / defects that have been made to the program
- Production and submission of documentation in line with company procedures and submitted in a timely manner.
- Contribute to the development of peers by coaching and mentoring less experienced team members.
- Excellent written and verbal communication skills with the ability to communicate at manager and user level
- Ability to present in a professional and structured manner with diverse groups of individuals
- Be able to investigate issues and devise effective solutions in a systematic and logical manner
- Be able to investigate issues and generate an effective solution in a systematic and logical manner
- Maintain professional communication and maintain a professional image in all situations
- Work conscientiously and use own initiative
- Adopt a positive, pro-active approach to work
- Ability to recognize how, when and to whom an issue should be escalated.
- Be calm under pressure and manage stressful situations
- Ability to delegate and supervise activities and tasks
Vacancy expired!