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

Innovatia Inc.; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Specialist, where you'll provide exceptional customer service and technical support for leading IT firms. In this remote-first environment, you'll collaborate with a skilled team to troubleshoot complex issues, ensuring timely resolutions that meet business requirements. With a focus on continuous development, you'll receive training and certifications to enhance your skills. This role offers a chance to make a significant impact in a supportive workplace that values wellness and employee satisfaction. If you're passionate about technology and customer service, this opportunity is perfect for you.

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 IP Networking, VoIP, and Linux.
• Minimum 2-year certification in IT or telecommunications required.

Responsibilities

• Provide top quality technical support for a Contact Center Portfolio.
• Diagnose and recommend solutions for complex technical issues.

Skills

IP Networking

VoIP

TCP/IP

Linux Operating Systems

Windows Server (2008 R2, 2012 R2, 2016)

IVR systems

Wireshark

CRM tools (SAL, Siebel, ServiceNow)

Cloud Based Vendors (AWS, Microsoft, Google)

Remote support

Education

2-year certification in IT and/or telecommunications

Tools

Customer Relationship Management Systems

Ticketing systems (Siebel, ServiceNow)

Lab equipment

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:

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

Key Skills:

1. 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.).
2. Excellent understanding of IVR’s and Voice recording workflows.
3. 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.
4. Remote and/or call center support experience.
5. Experience working with Linux would be considered an asset.
6. Experience with Cloud Based Vendors AWS, Microsoft and Google would be considered an asset.

Personal Attributes:

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

Education and Experience:

1. Minimum 2 year certification program in IT and/or telecommunications.
2. 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:

1. Employer paid premiums -100% Company paid Benefits plan.
2. Immediate eligibility for benefit coverage.
3. Employee Assistance Program (EAP) with 24/7 access.
4. 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.