Customer Support Specialist - UCaaS/CCaaS Solutions

Revolve Technologies; Canada; Remote; CAD 40,000 - 70,000; Full time

Job summary

An established industry player in telecommunications seeks a Customer Support Specialist to provide exceptional post-deployment support for UCaaS and CCaaS solutions. This role is essential in ensuring customer satisfaction by resolving issues efficiently and maintaining comprehensive records. The ideal candidate will thrive in a collaborative environment, learning and expanding expertise on platforms like 8x8 while contributing to a knowledge base. With a commitment to work/life balance and professional growth, this opportunity is perfect for those passionate about customer service and technology.

Benefits

Health and Dental Insurance

RRSP Program with Employer Match

4 Weeks of Vacation

5 Sick Days

Company-Provided Laptop

Qualifications

• Excellent customer service and communication skills are essential.
• Strong problem-solving skills with a team-oriented approach.

Responsibilities

• Handle support tickets for UCaaS/CCaaS solutions effectively.
• Troubleshoot technical issues and escalate as needed.
• Document customer issues and contribute to knowledge base.

Skills

Customer Service Skills

Communication Skills

Problem-Solving Skills

Willingness to Learn UCaaS/CCaaS

Telephony Support Experience

HubSpot CRM Experience

Microsoft Support Experience

Tools

HubSpot CRM

Job description

Customer Support Specialist - UCaaS/CCaaS Solutions

Revolve Technologies is a leading telecom procurement specialist. We help organizations stay connected and grow faster by finding, comparing, and curating the right telecom solutions. With our global network of carriers, Revolve Technologies matches clients with the best technologies at the most competitive rates. Once the ideal solution is identified, we expertly deploy these technologies, ensuring seamless integration to drive maximum performance and efficiency.

Job Title: Customer Support Specialist

Location: Remote within Quebec

Employment Type: Permanent, Full-Time, working Monday to Friday

Languages: English and French, spoken and written

Job Purpose

The Customer Support Specialist provides post-deployment support for customers using UCaaS and CCaaS solutions, ensuring efficient issue resolution and customer satisfaction. This role involves handling support tickets, troubleshooting technical issues, and continually expanding expertise on the 8x8 platform and other related platforms.

Job Duties and Responsibilities

• Handle support tickets via email and in HubSpot CRM for UCaaS/CCaaS solutions, primarily on the 8x8 platform, to ensure prompt and effective issue resolution.
• Troubleshoot and resolve technical issues, including escalating complex cases as needed to the appropriate technical team or management based on the urgency and complexity of the issue.
• Document and track customer issues and resolutions to maintain comprehensive records, and monitor support metrics (e.g., resolution times, customer feedback) to identify areas for improvement.
• Collaborate with deployment teams for smooth transitions from deployment to support, maintaining consistency for customers.
• Contribute to a knowledge base by creating and updating documentation for both customer and internal use.
• Expand knowledge of additional UCaaS/CCaaS platforms beyond 8x8 to enhance support capabilities.

Skills

• Willingness to learn UCaaS/CCaaS platforms.
• Excellent customer service and communication skills to assist and empathize with customers effectively.
• Strong problem-solving skills with the ability to diagnose and resolve issues efficiently, with a team-oriented approach when appropriate.
• Bonus: Telephony support experience, HubSpot CRM experience or Microsoft support experience.

Salary and Benefits

• Salary based on experience.
• Health and dental insurance, with partial employer contribution
• RRSP program with employer match up to 4%.
• 4 weeks of vacation annually, plus 5 sick days.
• Company-provided laptop and related work tools.

Company Culture

At Revolve Technologies, we foster a collaborative, innovative, and customer-focused environment. We value team members who bring fresh ideas and contribute to a dynamic workplace where both personal and professional growth are encouraged. We prioritize work/life balance, ensuring our employees can thrive both in and out of the office. Our commitment to delivering excellent service goes hand in hand with building lasting relationships, both with clients and within our team.

Disclaimer

This job description outlines the primary responsibilities and expectations for the role and may evolve over time to meet business needs or team structure changes.

Inclusion Statement

Revolve Technologies is an inclusive employer dedicated to building a diverse workforce. We encourage applications from all qualified candidates and will accommodate applicant’s needs under the respective labour law throughout all stages of the recruitment process.

Seniority level

• Entry level

Employment type

• Full-time
• Industries
• Telecommunications