Innovatia Inc. Looking for Cloud Technical Support Specialist at Remote

Innovatia Inc.; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking company as a Cloud Technical Support Engineer, where your expertise will shine in a dynamic remote environment. You will be at the forefront of delivering exceptional technical support, troubleshooting Cloud-based Telephony systems, and ensuring customer satisfaction. This role offers a chance to grow within a skilled team dedicated to excellence and innovation. With a focus on personal development and a supportive work culture, this opportunity is perfect for those who take pride in solving problems and delivering top-notch service. Embrace the challenge and make a significant impact in a thriving industry!

Benefits

100% Company Paid Benefits Plan

Immediate Eligibility for Benefit Coverage

Employee Assistance Program (EAP)

Remote Work Option

Qualifications

• Minimum 2 years community college certification in IT and/or telecommunications.
• Technical support experience is desirable for customer resolutions.

Responsibilities

• Provide top quality technical support for Cloud-based Telephony systems.
• Diagnose and recommend solutions for end-users and technicians.

Skills

Cloud Computing

Technical Support

VOIP Networks

CRM Databases (Salesforce, ServiceNow)

Troubleshooting IP/VOIP Issues

Communication Skills

Education

2 Year Community College Certification in IT

Tools

Salesforce

ServiceNow

Job description

Innovatia Technical Services Inc. (ITSI) 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, training, technical support, and information auditing.

We are looking to hire a Cloud Technical Support Engineer that takes pride in providing excellent remote technical service to ITSI’s client customer base. Customer satisfaction is our purpose and our ultimate goal. As such, this is a high touch environment in which a high level of continual customer interaction is the norm. Successful candidates will join an existing team of highly skilled technical support professionals with continued opportunity for personal growth and advancement.

Responsibilities:

1. Provide top quality technical support, troubleshooting of Cloud based Telephony system through a Call Queue, Chat, emails, and web tickets.
2. Work remotely supporting end-users as well as service and support technicians, diagnose, and recommend solutions leading to resolution of issues.
3. Install, configure, and maintain lab phones and lab system.
4. Ticket Management and Updating the client in a timely manner.
5. In depth communication skills (both verbal and written) to be able to provide technical knowledge transfers to the end user community (as well as service and support technicians).

Personal Attributes:

1. Logical and analytical approach to problem solving
2. GREAT communications skills
3. Strong technical aptitude
4. Organized, independent, dependable, self-motivated
5. Takes pride in providing resolutions, takes ownership as well as initiative
6. Proficient in written and verbal English

Education and Experience:

Minimum 2 year community college certification in IT and/or telecommunications.

Experience in the following areas are considered an asset:

1. Technical Support and/or field service experience is desirable in order to be able to deliver resolutions for customers showing varying levels of technical aptitude.
2. Call center technical support.
3. Previous experience using CRM database (Salesforce, ServiceNow).
4. Experience with VOIP networks.
5. Capable of troubleshooting converged networks, IP/VOIP issues across LAN/WAN, VPN, VLAN Routers, Firewalls, Switches, IP PBX deployment, TCP/IP (IPv4), DNS.
6. Knowledge of Cloud Computing (Azure, Amazon, Google) an asset.

Bonus Points for:

• Mitel MiCloud Connect Contact Center.
• Mitel Connect Certifications.
• Avaya Certifications such as ACIS or ACSS.

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.

We thank all candidates for their interest; however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.