At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.
Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.
Benefits of Working for GDH:
Professional Development
Competitive pay
Full health insurance
401k Plan
Holiday Pay
Gym Membership Reimbursement
Weekly Paycheck & Direct Deposit
& More!
Job Description:
GDH Consulting is hiring for a highly skilled and motivated QA Test Analyst to work remotely. The experienced Sr. CCaaS Technician will take ownership of tickets and incidents requiring Tier 3 level expertise and when available, assist Tier 2 level (Mid and Junior level) technicians in troubleshooting, and complex MACD (move, add, change, delete) tasks.
Basic Qualifications:
Provide a high-level of customer service through triaging incidents and escalating when necessary.
Emphasis on Customer Advocacy.
Resolve issues for CCaaS Genesys Cloud CX incidents and requests in a timely manner, working collaboratively with primary service desk level 1 techs.
Respond to and resolve inbound CCaaS end user ServiceNow support tickets in a timely manner.
Able to prioritize dynamically when multiple incidents are in play, such as P1, P2 and/or P3 tickets/incidents.
Excellent US English communication skills and able to establish trust relationship with customers, ensuring regular/timely/understandable progress updates.
Work with system and application owners to remediate reoccurring issues.
3+ years experience with ServiceNow, Jira and Confluence (or Rally) systems.
Required Qualifications:
Bachelors Degree and 8 Years of relevant UC and Contact Center work experience.
Prior Genesys Cloud CX and Genesys PureConnect Experience.
ServiceNow (3+ years experience) on Ticket and Incident Management.
Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Windows and Linux Desktops.
Strong knowledge on Cloud based solutions (Amazon AWS, Microsoft Azure).
3-5 years experience with MS TEAMS.
GDH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.
Please visit our notice of collection for California applicants.
