Posted 6 days ago
Description
- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
- We have 120+technocrats in Australia working at our clientlocations.
- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
Contact Center Operations Support experience.
Microsoft Dynamics 365 Contact Center knowledge(preferred).
Hands-on experience in at least one contactcenter platform:
- Genesys Cloud
- User-level troubleshooting and fault isolation.
- Understanding of voice and digital contact centerworkflows.
- Incident and Service Request Management.
Nice to have skills:
- Contact centerreporting and monitoring.
- Networktroubleshooting (WAN/LAN, CCNA knowledge).
- Certificationin any Contact Center platform.
Detailed Job description:
- Serve as the firstpoint of contact for contact center support incidents and service requests.
- Perform user-leveltroubleshooting and fault isolation across voice, chat, email, and digitalchannels.
- Monitor contactcenter operations and identify service-impacting issues.
- Log, classify,prioritize, and track incidents through resolution.
- Escalate complexissues to L2/L3 support teams with appropriate diagnostics and documentation.
- Coordinate withbusiness users, operations teams, telecom teams, and technology stakeholders.
- Support agentdesktop, routing, IVR, omnichannel, and reporting-related issues.
- Maintain knowledgearticles, operational runbooks, and support documentation.
- Participatein shift-based and on-call support as required
#J-18808-Ljbffr
