Innovatia Inc. Looking for ITSI Technical Support Specialist – Avaya Workforce Optimizati[...]

Innovatia Inc.; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Specialist, where you will provide exceptional service to leading IT firms. This role offers the opportunity to work with Avaya products, troubleshoot complex issues, and collaborate with a skilled team. You will be part of a dynamic environment that emphasizes continuous learning and growth, supported by comprehensive training and certifications. With a strong focus on employee wellness and a robust recognition program, this position is perfect for those who thrive in a high-touch service atmosphere. If you are passionate about technology and customer satisfaction, this role is your chance to shine.

Benefits

Employee wellness program

Robust reward and recognition programs

Growth and learning opportunities

Comprehensive Health Insurance

Company Profit Share Program

Qualifications

• Degree in Engineering, preferably in IT or telecommunications.
• 4+ years of technical support experience, especially with Avaya.

Responsibilities

• Provide top-quality technical support for Avaya products.
• Diagnose and resolve complex issues remotely with end-users.

Skills

Technical Support

Avaya Aura Contact Center Products

IP Networking

VoIP

TCP/IP

Linux Operating Systems

Telephony Technologies

CRM Tools (Seibel)

Analytical Problem Solving

Customer Communication

Education

Degree in Engineering (IT/Telecommunications)

Tools

Customer Relationship Management Systems

Job description

Technical Support Specialist – Avaya Workforce Optimization

The Innovatia group of companies delivers innovative solutions on a global scale. Our four businesses provide dynamic content solutions, high-quality technical support services, powerful procedure management, and process flow software tools. Innovatia delivers business solutions to some of the world’s leading Fortune 500 companies who recognize our commitment to value, quality, and innovation.

We are looking for Technical Support Specialists to provide excellent customer service to our customer, one of North America’s leading information technology companies. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.

Key Responsibilities:

1. Provide top-quality technical support, troubleshooting issues arising on Avaya Aura Contact Center Products.
2. Work remotely with end-users and technicians, diagnose and recommend solutions leading to resolution of various complex issues related to:
3. Avaya Workforce Optimization
4. Avaya Call Recording
5. Avaya Quality Monitoring
6. Create reproduction of customer environments on lab equipment.
7. Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
8. Collaboration and managing 3rd party vendors like Verint.

Skills & Qualifications

1. Degree in Engineering, preferably in the fields of IT and telecommunications.
2. Minimum 4 years of experience in the information technology field.
3. Technical Support experience with Avaya and WFO related certification are considered an asset.
4. Strong technical knowledge in the following areas: IP Networking; VoIP; TCP/IP; Linux Operating Systems; and telephony technologies; Windows 2007/2010 server, and telephony technologies (ISDN, SIP, H.323, etc.)
5. Excellent understanding of IVR’s and voice recording workflows.
6. Networking and CRM tools – Seibel.
7. Remote support experience.
8. Logical and analytical approach to problem solving.
9. Great communication skills. Customer satisfaction is our purpose; this is a high-touch environment in which continual customer interaction is the norm.
10. Strong technical aptitude.
11. Solid work ethic.
12. Organized, independent, dependable, self-motivated, takes ownership and initiative.

Benefits at Innovatia:

1. Employee wellness program with a focus on the mental health of employees.
2. Robust reward and recognition programs.
3. Ample growth and learning opportunities.
4. Comprehensive Health Insurance policy.
5. Company Profit Share Program.

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

At Innovatia, we are building and leveraging a best-in-class global workforce that embraces diversity, equity, and inclusion. Innovatia is an equal opportunity employer.