Job Summary

The Avaya Support Administrator plays a crucial role in maintaining high-quality customer service through effective ticket resolution and support operations. This position is responsible for independently resolving issues related to Avaya Voice systems, conducting root cause analysis, and implementing improvements to enhance customer satisfaction. The administrator will also contribute to knowledge management and training initiatives to foster a collaborative support environment.

Key Responsibilities

1. Provide Technical Support For Avaya Voice Systems By Independently Resolving Tickets And Ensuring Adherence To Agreed Slas For Ticket Volume And Response Time.
2. Conduct Root Cause Analysis For Escalated Issues, Utilizing Avaya Troubleshooting Techniques To Identify And Implement Effective Solutions.
3. Update And Manage Knowledge Base Articles To Improve Operational Efficiency And Support Team Performance, Ensuring Easy Access To Information For All Staff Members.
4. Train And Coach New Analysts On Avaya Systems And Support Processes, Fostering A Culture Of Continuous Improvement And Knowledge Sharing Within The Team.
5. Monitor Customer Feedback And Satisfaction Metrics, Striving For First Call Resolution To Enhance Customer Experience And Minimize Case Reopens.

Skill Requirements

1. In-Depth Knowledge Of Avaya Voice Systems And Troubleshooting Methodologies.
2. Proficient In Ticketing Systems And Support Tools, Demonstrating A Solid Understanding Of Support Operations And Customer Service Principles.
3. Strong Analytical Skills For Performing Root Cause Analysis And Problem-Solving In Voice Technology Environments.
4. Excellent Communication Skills To Effectively Interact With Customers And Team Members.

Other Requirements

1. Avaya Certified Support Specialist (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)