Technical Support Specialist – Contact Center
Job Description
- Manage and resolve service requests and incidents through the ITSM platform
- Troubleshoot and support Contact Center solution components, including both hardware and software, which may involve elements of the customer’s infrastructure
- Perform system updates, configurations, and maintenance activities using customer-provided tools
- Escalate complex issues to appropriate internal or external vendors as required
- Collaborate with customer technology teams to diagnose and restore service availability
- Document solutions and troubleshooting procedures by creating and maintaining Knowledge Base articles for complex issues
- Monitor and meet established Service Level Agreements (SLAs) while maintaining a high level of customer satisfaction Requirements
- Based in USA
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent work experience)
- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VLANs
- Familiarity with VoIP and unified communications concepts
- Exposure to or willingness to learn Mitel collaboration and contact center platforms
- Strong troubleshooting and problem-solving skills in technical environments
- Basic knowledge of Windows operating systems and common enterprise applications
- Ability to manage and track incidents and service requests using an IT Service Management (ITSM) tool
- Strong written and verbal communication skills with the ability to interact with technical and non-technical users
- Ability to work in a team environment and manage multiple priorities
- Availability to participate in on-call rotations or shift work if required
- Internship or hands-on experience supporting VoIP, telephony, or unified communications systems (Advantageous)
- Exposure to SIP, call routing, or contact center technologies (Advantageous)
- Basic knowledge of network troubleshooting tools (ping, traceroute, packet capture) (Advantageous)
- Industry certifications such as CompTIA Network+ or vendor-specific telephony certifications (Advantageous)
Benefits
- Affordable Medical, Dental, Vision, Life and Disability Insurance
- Matching 401(k) plan
- Paid time off (holiday, vacation and sick)
- Employee Assistance Program
- Reward and Recognition Programs Apply To this Job