Innovatia Inc. Looking for Technical Support Engineer – Contact Center at Remote

Innovatia Inc.; India; Remote; INR 31,08,000 - 48,85,000; Full time

Job summary

A leading knowledge management company is seeking a Technical Support Specialist to provide superior customer service for a major client. The role involves troubleshooting technical issues, documenting resolutions, and collaborating with third-party vendors. Ideal candidates have strong technical skills in IP networking and Linux, along with a certification in IT or telecommunications. The position offers remote work options and a comprehensive benefits package.

Benefits

100% Company paid Benefits plan

Immediate eligibility for benefit coverage

Employee Assistance Program (EAP) with 24/7 access

Up to 4% match of employee contribution towards an RRSP

Qualifications

• Strong technical knowledge in troubleshooting and resolving issues.
• Remote and/or call center support experience is essential.
• Excellent communication and customer service skills.

Responsibilities

• Provide top quality technical support for Contact Center Portfolio.
• Diagnose and solve complex issues for end-users.
• Document troubleshooting steps and resolutions.

Skills

IP Networking

VoIP

TCP/IP

Linux Operating Systems

Windows Server 2008/2012/2016

ISDN, SIP, H.323

Wireshark

Siebel

ServiceNow

Education

Minimum 2-year certification program in IT and/or telecommunications

Job description

Innovatia Inc. is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors.

We provide our customers, including some of the world’s most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation solutions, training, technical support, information auditing, and consultation.

We are looking for a Technical Support Specialist to provide a superior level of customer service for our client, one of North America’s leading information technology companies. You will join an established team of highly skilled technical support professionals where training and certifications are provided as part of your ongoing development.

Location: Canada or India. We are a remote work first company.

Responsibilities:

• Provide top quality technical support, troubleshooting of issues arising on a Contact Center Portfolio.
• Work remotely with end-users and technicians to diagnose and recommend solutions leading to resolution of various complex issues.
• Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements (SLA’s).
• Provide follow up to ensure a proper problem and resolution management is being done to prevent recurring incidents
• Create reproductions of customer environments on lab equipment.
• Document and detail all site information, troubleshooting steps and time reporting in Customer Relationship Management Systems.
• Collaboration and managing interactions with 3rd party vendors like Verint and Nuance.

Key Skills:

• Strong technical knowledge in the following areas: IP Networking; VoIP; TCP/IP; Linux Operating Systems; and telephony technologies; Windows 2008 R2, 2012 R2 and 2016 server, Windows Desktop, and telephony technologies (ISDN, SIP, H.323, etc.)
• Excellent understanding of IVR’s and Voice recording workflows
• Networking and CRM tools including SAL, Wireshark, and other related tools to proactively recognize issues and trends as well as ticketing systems including Siebel and ServiceNow.
• Remote and/or call center support experience.
• Experience working with Linux would be considered an asset.
• Experience with Cloud Based Vendors AWS, Microsoft and Google would be considered an asset.

Personal Attributes:

• Logical and analytical approach to problem solving. Takes pride in providing resolutions to clients.
• Strong technical aptitude.
• Solid work ethic.
• Prior experience working in a service desk or a technical call center environment.
• Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
• Ability to write clear and comprehensive work instructions, and knowledge base documents.
• Excellent communication, organizational and time management skills.
• Ability to work independently as well in a team environment.
• Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
• Strong computer skills, including intermediate typing abilities.

Education and Experience:

• Minimum 2 year certification program in IT and/or telecommunications
• Hands-on experience supporting IT/Telecommunication products.

Innovatia Technical Services Inc. Cares

ITSI encourages a healthy lifestyle and promotes mental and physical wellness. As such, we proudly offer our employees the following benefit package.

• Employer paid premiums -100% Company paid Benefits plan
• Immediate eligibility for benefit coverage
• Employee Assistance Program (EAP) with 24/7 access
• In Canada, Innovatia is pleased to offer up to 4% match of employee contribution towards an RRSP

Innovatia is pleased to offer the option to work remotely from their home office

Innovatia is an equal opportunity employer.