Apprentice- Technical Support
Core
First-line technical support for enterprise Contact Center as a Service (CCaaS) platforms, diagnosing and resolving issues for customers and internal stakeholders.
Role type
L1 Technical Support Apprentice
Builds
Customer experience and platform stability for enterprise CCaaS clients
Domain
Cloud Contact Center Software (CCaaS)
Deliverable
client delivery
Required skills
ticket management, basic networking concepts, operating system troubleshooting, software troubleshooting, API familiarity, cloud platform familiarity
Preferred skills
AI/voice/automation/analytics knowledge, structured problem-solving, customer empathy, bias for learning
Technologies
helpdesk platforms, ticketing systems, web technologies, cloud platforms
Responsibilities
Serve as first point of contact for technical issues via ticketing systems, email, or phone; Log, categorize, triage, and prioritize support tickets within SLA guidelines; Troubleshoot and resolve L1 issues related to platform functionality, configurations, integrations, and connectivity; Escalate complex issues to L2/L3 Engineers with thorough documentation
Seniority
Entry-level, learning-intensive apprentice