Providing in-depth technical support to a dedicated client
To be a technical escalation point for 1st line team
Supporting the 3rd line voice team when becomes necessary
Manage supplier activities (Coordinating 3rd party agents for resolution within SLA)
Provide process improvement input wherever possible
May do proactive jeopardy management
Organizing technical trainings and knowledge sharing

Requirements:

Soft skills:

Ability to meet the customers’ needs in line with the business requirements
Working with a cooperative and positive attitude in a group settings to achieve common goals
The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience is an advantage
Taking the responsibility and takes care of the consequences of making a decision
Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation is an advantage

Professional skills:

Understanding any of the following Avaya products and technologies ( AVAYA, CM, CMS, SMGR, SM, System Platform, Media Gateway, AES, IVR, SBC, One-X, ACD, Modular Messaging)
Multi-layered troubleshooting skills and experience
At least 2 years relevant experience
Genesys, Verint, Nice, Prognosis, PodFx, VMWare is an advantage

Language skills:

English on a fluent level