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.

• Experience with web, chat, email, social media, SMS/text, mobile, and fax contact center features.
• Experience with business intelligence software, XML, XMLSpy, HTTP, SSL, and client certificates.
• Experience in telecommunications architecture, system analysis, and networking.
• Experience with scripting languages such as Python, Java, SQL.
• Experience querying databases (SQL expertise preferred).
• Experience with CRM, SharePoint, and Microsoft Office.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Experience presenting complex information clearly to all organizational levels.

QUALIFICATIONS: 

• ITILv4 certification required within 30 calendar days of onboarding.
• Bachelor's degree in a related technical discipline preferred but not required.

 IronMountain Solutions is an Equal Opportunity Employer.