Innovatia Inc. Looking for Technical Support Specialist – Avaya Experience Portal at Remote

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

Job summary

Join a dynamic team as a Technical Support Specialist at an innovative technology outsourcing provider. This role offers the chance to deliver exceptional customer service while troubleshooting complex issues related to the Avaya Contact Center Portfolio. With opportunities for training and certifications, you'll collaborate with skilled professionals and engage in a supportive work environment that prioritizes employee wellness and growth. Enjoy the flexibility of remote work and a comprehensive benefits package that includes health insurance and generous leave policies. This is an exciting opportunity to make a significant impact in the telecommunications sector.

Benefits

Employee wellness program

Comprehensive Health Insurance

Remote work opportunities

Company Profit Share Program

Attractive leave policy

Robust reward and recognition programs

Growth and learning opportunities

Work life balance

Immigration policy to Canada

Qualifications

• Degree in Engineering, preferably in IT or telecommunications.
• Minimum 4 years of IT experience with strong technical knowledge.

Responsibilities

• Provide top quality technical support and troubleshooting for Avaya systems.
• Collaborate with end-users and vendors to resolve complex issues.

Skills

Technical Support

Avaya Experience Portal

IP Networking

VoIP

Linux Operating Systems

TCP/IP

SQL

VMWare

Windows Server

Networking Tools (Wireshark)

Education

Degree in Engineering (IT/Telecommunications)

Tools

Customer Relationship Management Systems

Siebel

ServiceNow

Job description

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

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.

Responsibilities

• Provide top quality technical support, troubleshooting of issues arising on Avaya 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.
• 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 Nuance.

Qualifications

• Degree in Engineering, preferably in the fields of IT and telecommunications.
• Minimum 4 years of experience in the information technology field.
• Technical Support experience with Avaya Experience Portal and POM.
• Certification would be considered an asset.
• Previous experience troubleshooting Avaya Experience Portal and POM.
• 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 support experience.
• Experience working with Linux.
• Experience working with SQL.
• Experience working with VMWare.

Innovatia Benefits

• Employee wellness program with focus on mental health of employee.
• Robust reward and recognition programs.
• Ample growth and learning opportunities.
• Comprehensive Health Insurance policy.
• Remote work opportunities.
• Company Profit Share Program.
• Immigration policy to Canada for eligible employees.
• Attractive leave policy: Maternity leave, Paternity leave, Birthday leave, Bereavement leave and Paid leaves for personal time off.
• Work life balance.

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

Innovatia is an equal opportunity employer.