Call Center Technical Support Specialist

Job description

501677 Call Center Technical Support Specialist Work Location: Remote: Schedule: Full Time - 40 hours per week; 8 hours per day in hybrid environment. Relocation: N/A: IronMountain Solutions is seeking a Call Center Technical Support Specialist. The Call Center Technical Support Specialist supports the SEVP Response Center (SRC) Level II Application Services team by providing advanced technical, analytical, and operational expertise. This role serves as a liaison between business units, technical teams, vendors, and federal stakeholders to ensure timely resolution of SEVIS-related issues, improve workflows, and maintain critical contact center systems. Strong communication skills are required to translate technical information for non-technical audiences. Job Duties: - Administer Avaya/Calabrio access for Level II staff - Coordinate with stakeholders and vendors to document, set up, and test Desktop Screen‑Pop/Soft‑Phone applications and reporting systems. - Serve as liaison between business units to resolve routing issues and support upgrades. - Collaborate seamlessly with Level I BSAs, federal leads, telephony vendors and ICIO - Conduct daily testing and analysis of systems to as...