Job Description Answer the CCaaS 800 Number support line to log issues and requests in ServiceNow IT Service Manager.  Provide Tier 1 support of the CCaaS (AWS Connect) application to SSA customer agents.  Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.  Triage requests to ensure accurate transfers and escalation of customer requests or issues.  Build and develop continuous process improvement. The pay rate for this position is $30/hr We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .     To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements 2 years of experience providing Tier 1 IT support services to customers.  2 years of experience working with laptops running Microsoft Windows OS and Office365 suite.  1 year of experience using an IT Service Manager application for logging tickets and requests.  Good Interpersonal skills that demonstrate the ability to communicate with customers.  Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.  Experience with using ServiceNow IT Service Management.  Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.  Flexible and positive attitude with interest in learning new technical skills.  Strong problem-solving skills and the ability to work in a fast-paced environment.  Strong understanding of IVR terminology and services.  High level of organization, reliability, and independence.  Passion and understanding of technology.  Must be able to obtain and maintain a Public Trust. Contract requirement. Strong written and verbal communication; ability to engage customers and respond effectively to questions.  Self-starter, highly motivated individual who adapts to a dynamic work environment.  Strong attention to detail with an ability to operate effectively across multiple priorities.  Prior Federal government experience. null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.