Bilingual Telecom CCaaS Tech Support Specialist

Socket.dev; Montreal (administrative region); On-site; CAD 55,000 - 75,000; Full time

Job summary

Inoria, a CallTower company, is seeking a Customer Support Specialist to deliver professional technical support for telecommunications solutions, manage client onboarding, and ensure timely, high-quality service.

You will be the primary contact for customers, resolve inquiries via phone, email or chat, troubleshoot CCaaS platform issues, and collaborate with internal teams to improve support processes and knowledge bases.

Qualifications

• Bachelor’s degree or Certificate in Computer Science or related field.
• In-depth knowledge of Windows, MS-Exchange and Active Directory, Microsoft SQL.
• Experience with Genesys platforms (PureConnect, PureCloud) and VoIP is an asset.
• Fluently bilingual: English and French.

Responsibilities

• Research, resolve and respond to inquiries via phone, email, web and chat within SLAs.
• Assist in resolving user and support issues across client sites to share knowledge.
• Serve as the primary client-facing support specialist via phone, email, or chat.
• Contribute to resolution of incidents and support requests from users and clients.
• Set realistic expectations with customers and honor commitments.
• Maintain up-to-date knowledge of products, solutions and support policies.
• Contribute to the company knowledge base and internal documentation.
• Participate in projects to improve quality and efficiency of support.
• Provide frontline CCaaS support, troubleshooting routing, agent connectivity, IVRs and WFM integrations; escalate complex cases.
• Log and track tickets with accurate documentation and timely follow-up per SLA.
• Monitor system health and proactively alert clients to outages or performance issues.
• Assist with onboarding, configuration questions and client training on platform features.
• Collaborate with internal teams and relay client feedback.
• Contribute to knowledge bases and stay current on product updates and best practices.
• Perform other duties as assigned.

Skills

Windows

MS-Exchange

Active Directory

SQL

Genesys PureConnect

Genesys PureCloud

Microsoft CRM

VoIP

Telecom networks

Bilingual English-French

Education

Bachelor’s degree in Computer Science or related field

Tools

Genesys PureConnect

Genesys PureCloud

Microsoft CRM

Job description

Inoria, a CallTower company, is seeking a Customer Support Specialist to deliver professional technical support for telecommunications solutions, manage client onboarding, and ensure timely, high-quality service.

You will be the primary contact for customers, resolve inquiries via phone, email or chat, troubleshoot CCaaS platform issues, and collaborate with internal teams to improve support processes and knowledge bases.