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Customer Service Specialist I


Columbia, MD, US

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Job Information

Job Code: 99931050

Job Family: Services

Job Function: Customer Service

Short Description

Receive and enter tickets into ServiceNow Ticketing System to be escalated to Tier 2 Level Engineers. Receive and enter MACDs into ServiceNow Ticketing System and assign them to the Program Team. Work with Tech Team engineers to diagnosis network problems, follow procedures and processes to find solutions. Identify problems, then document and escalate them.  Track status, inform, and escalate tickets as necessary to ensure compliance to all service level agreements (SLA’s) and expectations of Client. Provide prompt and accurate services with regards to status of Incident or Change requests to our customers. Team player, with demonstrated willingness to learn and progress. Ability to provide clear and concise client support with regards to operation of the phone system, as well as best practice instructions to end users. Maintain a working understanding of the US Secure Delivery Platform. Provide clear explanation of technical related issues to non-technical users, and coach users through basic technical troubleshooting and resolution steps.

1 - 3 Years of Experience
Bachelor degree or equivalent experience
Preferred Certifications

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf

Nearest Major Market: Baltimore