Qualifications
Minimum of 2 years of experience with Windows desktop troubleshooting, including network connectivity (DNS, DHCP, VPN), system resource management (CPU, memory, disk), and audio device integration (USB/Bluetooth headsets, sound drivers).Familiarity with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow) and endpoint monitoring tools (e.g., Aternity, Nectar) for diagnosing voice quality and performance issues.Excellent interpersonal skills, both oral and written, to effectively collaborate with peer technical support teams and end users.Proficient in assessing and troubleshooting remote workers’ home network configurations, VPN connectivity, audio quality, and Cisco softphone/Finesse performance, with a strong emphasis on customer service.At least 2 years of experience supporting Cisco contact center environments, including Cisco Unified Communications Manager (CUCM), Cisco Finesse, and Cisco Jabber.Demonstrated expertise in Cisco Finesse and softphone operations.
About the job
Join our dynamic team at BETSOL as a Contact Center Support Analyst, where you will play a pivotal role in delivering exceptional end-user support for our contact center agents using Cisco telephony solutions. In this position, you will troubleshoot and resolve break/fix issues, as well as manage provisioning within a Cisco-based environment. Additionally, you will extend your expertise to support Avaya telephony products used within our organization.
As the Contact Center Support Analyst, you will oversee front-line operational tasks, including Move, Add, Change, Delete (MACD), and Incident ticket management to assist contact center agents. Your primary focus will be on Cisco Finesse and Cisco softphone environments. We are looking for someone with strong Windows desktop troubleshooting skills, encompassing networking, system resource management, and audio integration (such as headsets and peripherals). You will also assess end users’ workstation configurations to ensure optimal PC performance meets the demands of our contact center, as well as coordinate with vendors to uphold specifications and architectural standards.
About BETSOL
BETSOL is a leading cloud-first digital transformation and data management company dedicated to providing innovative products and solutions for enterprises and consumers alike. Our Data Management product lines, including Zmanda (Zmanda.com), and BETSOL Global IT Services (BETSOL.com), are designed to deliver end-to-end enterprise solutions that significantly reduce time-to-market for our clients. With a team of engineers who hold multiple patents, we proudly offer award-winning products and solutions in over 40 countries. Our vibrant work locations in Broomfield, Colorado, and Bangalore, India, contribute to an employee-centric culture. Discover more about us at betsol.com.