Voice Repair Specialist Ii Jobs

Certification in a call management/voice system application

2 + years of experience with Cisco Call Manager, Cisco Unity and UCCX and Finesse.

Experience in higher education and a hospital setting.

Excellent listening skills with the ability to empathize and focus on the client experience.

Technical knowledge of Cisco Call Manager, Unity voicemail, and Call Center application.

Review and help maintain knowledgebase documentation for updates and suggests new documentation to address potential gaps.

Job responsibilities and key requirements include, but are not limited to, the following:

· Problem Management support including post-mortem reports and analysis

Bachelor’s degree required or equivalent in experience.

Three (3) years minimum experience in the Voice/Unified Communications and Unified Contact Center Express (UCCX) fields.

Job Title: UC/Voice/UCCX Tier II (100% Remote)

· Experience with Gateway or Unity is beneficial

Submits severe incident reports, reinsurance reports and other information to claims management as needed.

Education: Undergraduate degree or equivalent experience preferred.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Delivers a positive customer service experience to all internal, external, current and prospective Nationwide customers.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Claims Manager.

Proficient trouble ticket management skills

Ability to understand statistical performance measurements and excellent time management skills

Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution

Other duties and responsibilities as assigned

1-2 years related technical voice troubleshooting experience

Knowledge in voice including switches, TDM (i.e. 5ESS,DMS10, etc.) and VoIP (Metaswitch), long distance, and features