Job Summary

The Sr. Voice Support Administrator plays a critical role in delivering advanced technical support within the Support & Operations team. This position focuses on troubleshooting, root cause analysis, and implementing effective solutions to ensure a high level of customer satisfaction and operational efficiency.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Company Policies In All Support Operations Related To Avaya Voice Systems.
2. Provide Technical Support For Complex Incidents Escalated By Analysts, Perform Root Cause Analysis, And Implement Effective Solutions To Address Technical And Security Issues In The Avaya Environment.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Their Skills In Avaya Support.
4. Resolve Complex Support Tickets Related To Avaya Systems Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Robust Security Posture.
5. Enhance Customer Experience And Csat Metrics Through Effective First Call Resolution, Minimizing Rejected Resolutions, Reducing Case Reopen Rates, And Proactively Mitigating Potential Security Threats.

Skill Requirements

1. Advanced Proficiency In Avaya Voice Solutions And Troubleshooting Methodologies.
2. Solid Understanding Of Technical Support Processes And Incident Management.
3. Experience In Root Cause Analysis And Implementing Corrective Actions.
4. Familiarity With Knowledge Management Practices And Training Methodologies.
5. Strong Communication Skills To Interact Effectively With Customers And Support Teams.

Other Requirements

1. Optional But Valuable Certifications Include Avaya Certified Support Specialist (Acss) Or Avaya Certified Implementation Specialist (Acis)