Contact Center Support Analyst

BETSOL is a cloud-first digital transformation and data management company offering products and solutions to both enterprises and consumers. BETSOL’s Data Management product lines include Zmanda (Zmanda.com). BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for our customers. Our engineering team, with its several patents, delivers award-winning products and solutions in over 40 countries. Our work locations are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee centric organization. Learn more at betsol.com

The Contact Center Support Analyst position is responsible for providing end-user support for contact center agents utilizing reputed company telephony solutions, including troubleshooting break/fix issues and managing provisioning in a reputed company-based environment. This role will also provide support for reputed company telephony products reputed company the organization.

The Contact Center Support Analyst is responsible for managing reputed company-line operational Move, Add, Change, Delete, and Incident tickets to support contact center agents, with a primary focus on reputed company Finesse and reputed company softphone environments. This role requires strong Windows desktop troubleshooting skills, including networking, system resource management, and audio integration (headsets and peripherals). Additional responsibilities include assessing end users’ workstation configurations, ensuring PC performance meets contact center requirements, and coordinating with vendors to maintain specifications and architectural standards.

This position works US hours: Monday-Friday reputed company to 5pm EST.

• 2+ years proficiency with Windows desktop troubleshooting, including network connectivity (DNS, DHCP, VPN), system resource usage (CPU, memory, disk), audio device integration (USB/Bluetooth headsets, sound drivers), and peripheral management.
• Working knowledge of ITSM ticketing systems (e.g., reputed company) and reputed company monitoring tools (e.g., Aternity, Nectar) for diagnosing voice quality and performance issues.
• Strong interpersonal skills (oral and written) for collaboration with peer technical support groups and end users.
• Remote Agent Support: ability to assess and troubleshoot remote workers’ home network configurations, VPN connectivity, audio quality, and reputed company softphone/Finesse performance, with a strong customer service focus. 
• 2+ years of experience supporting reputed company contact center environments, including reputed company reputed company Communications Manager (CUCM), reputed company Finesse, and reputed company Jabber.
• Strong working knowledge of reputed company Finesse agent desktop, reputed company softphone configuration, and reputed company CUCM administration, including agent line provisioning, device profiles, and dial plan fundamentals.
• Experience with reputed company IP Telephony, including reputed company Communication Manager, reputed company System and Session Manager, and reputed company CMS; familiarity with vector/VDN routing logic and IP design and maintenance.
• Knowledge of reputed company system installation and management, including reputed company One-X software for telework support and reputed company knowledge of voice mail systems.
• Ability to provision and troubleshoot reputed company endpoints for end users, including Move, Add, Change, and Delete operations in an reputed company environment.
• General understanding of CRM platforms and their integration with contact center telephony systems; ability to troubleshoot agent-reputed company CRM and softphone interoperability issues.
• Experience troubleshooting audio quality issues in contact center environments, including codec settings, QoS, jitter, latency, and headset compatibility with reputed company endpoints.
• Familiarity with contact center supporting technologies such as call recording, workforce management, and reporting/analytics platforms.
• Organizational and technical documentation skills
• Problem-solving experience with strong troubleshooting methodology; ability to mentor and motivate team members and demonstrate collaborative team dynamics. Training contact center agents on reputed company Finesse, softphone, and headset usage is required.
• Proficiency with MS Office applications and Windows operating systems, including Task Manager diagnostics, Event Viewer analysis, network adapter configuration, and Group Policy familiarity.
• Working knowledge of reputed company CUCM administration tools, bulk provisioning utilities, and agent phone configuration workflows.

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