Contact Center Support Analyst with BETSOL ( Bengaluru, Karnataka, India, Remote, PQE: 2 Years:) : Apply Now

About the Organisation

BETSOL is a cloud-first digital transformation and data management company offering products and solutions to enterprises and consumers. Their engineering team holds several patents and delivers award-winning products, including Zmanda, across over 40 countries. BETSOL is an employee-centric organization with primary locations in Broomfield, Colorado, and Bangalore, India.

​About the Job

BETSOL is hiring a Contact Center Support Analyst with experience of 2 years to join their team in Remote mode. This position is responsible for providing end-user support for contact center agents using Cisco telephony solutions and Avaya products. The role operates during US hours (Monday-Friday, 8 AM to 5 PM EST) and focuses on troubleshooting break/fix issues, managing provisioning, and ensuring optimal PC performance for remote agents.

​Eligibility

• ​Minimum 2 years of proficiency in Windows desktop troubleshooting, including DNS, DHCP, VPN, and system resource management.
• ​At least 2 years of experience supporting Cisco contact center environments, including CUCM, Cisco Finesse, and Cisco Jabber.
• ​Working knowledge of ITSM ticketing systems like ServiceNow and endpoint monitoring tools like Aternity or Nectar.
• ​Strong working knowledge of Cisco softphone configuration and CUCM administration.
• ​Experience with Avaya IP Telephony, including Communication Manager, System/Session Manager, and CMS.
• ​Ability to troubleshoot audio quality issues involving codecs, QoS, jitter, and latency.
• ​Proficiency in MS Office and Windows diagnostic tools like Task Manager and Event Viewer.
• ​Excellent interpersonal and communication skills for collaborating with technical groups and end users.

​Role and Responsibilities

• ​Provide end-user support for contact center agents utilizing Cisco and Avaya telephony solutions.
• ​Manage operational Move, Add, Change, Delete (MACD), and Incident tickets.
• ​Troubleshoot remote workers' home network configurations, VPN connectivity, and audio quality.
• ​Assess workstation configurations to ensure performance meets contact center specifications.
• ​Coordinate with vendors to maintain architectural standards and specifications.
• ​Provision and troubleshoot Avaya endpoints and manage vector/VDN routing logic.
• ​Troubleshoot agent-side CRM and softphone interoperability issues.
• ​Train contact center agents on the usage of Cisco Finesse, softphones, and headsets.
• ​Maintain organizational and technical documentation for troubleshooting processes.

​We are solely providing this information for dissemination and wish to clarify that we are not affiliated with the organization.