Customer Support Specialist

CallTower; Montreal; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading telecommunications company is seeking a Customer Support Specialist to provide professional technical support. This dynamic role involves addressing customer inquiries, managing technical projects, and ensuring customer satisfaction. Ideal candidates have a background in Computer Science and strong communication skills, with a focus on telecommunications solutions.

Qualifications

• Knowledge of telecommunication networks (PRI, MPLS, SIP Trunking).
• Fluent bilingual skills in English and French are required.
• Desire to continually enhance technical and professional skills.

Responsibilities

• Provide front-line support for clients using the CCaaS platform.
• Manage customer expectations and fulfill commitments effectively.
• Log, track, and document support tickets.

Skills

Communication

Problem Solving

Technical Support

Client Relations

Education

Bachelor’s degree or certificate in Computer Science

Tools

Microsoft Windows

MS-Exchange

Active Directory

Microsoft SQL

Genesys platforms (PureConnect, PureCloud)

Job description

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Job Purpose

As a Customer Support Specialist at Inoria, a CallTower company, you will play a pivotal role in delivering professional, customer-driven technical support services while adhering to established service levels. You will be the primary point of contact for customers, addressing their inquiries and resolving issues with expertise and efficiency. Your responsibilities will include providing technical support on telecommunications solutions, implementing customer-specific solutions, and managing technical aspects of projects to ensure timely completion and customer satisfaction. You will maintain up-to-date product knowledge, contribute to training and documentation, and collaborate with other teams to enhance service quality. Additionally, you will assist with specialized product issues and contribute to software development as needed. This dynamic role requires a blend of technical proficiency, customer service skills, and project management capabilities to ensure exceptional customer experiences and the smooth operation of telecommunications services.

Responsibilities

• Research, resolve, and respond to questions received via telephone, email, web, and web chats promptly, following current standards.
• Assist in resolving user and support issues across client sites, contributing to knowledge sharing.
• Act as the principal support contact for clients via various communication channels, ensuring timely responses.
• Manage customer expectations and fulfill commitments effectively.
• Maintain current knowledge of product offerings and support policies to provide accurate solutions.
• Contribute learnings to the company-wide knowledge base.
• Participate in team projects aimed at improving support quality and efficiency.
• Provide front-line support for clients using the CCaaS platform, troubleshooting issues like call routing, agent connectivity, IVRs, and WFM integrations; escalate complex cases appropriately.
• Log, track, and document support tickets, ensuring timely follow-up in line with SLAs.
• Monitor system health and proactively inform clients about outages or performance issues.
• Assist with onboarding, setup, and training on platform features.
• Collaborate with internal teams to resolve issues and communicate client feedback.
• Update and contribute to knowledge bases, staying current with product updates and support best practices.
• Perform other duties as assigned by management.

Essential Skills and Experience

• Bachelor’s degree or certificate in Computer Science or related field.
• In-depth knowledge of Microsoft Windows, MS-Exchange, Active Directory, and Microsoft SQL.
• Knowledge of Genesys platforms (PureConnect, PureCloud).
• Experience with Microsoft CRM and VoIP is an asset.
• Knowledge of telecommunication networks (PRI, MPLS, SIP Trunking).
• Strong communication and problem-solving skills.
• Ability to participate in development and client integration projects.
• Desire to continually enhance technical and professional skills.
• Fluent bilingual skills in English and French are required.

Additional Information

• Seniority level : Entry level
• Employment type : Full-time
• Job function : Other
• Industry : Telecommunications

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