Customer Support Specialist
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Job Description
Customer Support Specialist supporting Inoria’s telecommunications and CCaaS platforms. Troubleshooting client issues, managing tickets, monitoring system health, and delivering technical guidance.
Responsibilities:
- Research, resolve, and respond to questions received via telephone, email, web, and web chats in accordance with current standards
- Assist in resolving user and support issues among client sites and distribute knowledge to the customer base
- Serve as the client’s principal support specialist
- Set appropriate customer expectations and fulfill customer commitments
- Maintain current knowledge of relevant product offerings and support policies
- Contribute learnings to the company-wide knowledge base
- Participate in team projects that enhance support quality and efficiency
- Provide front-line support for clients using the CCaaS platform
- Troubleshoot call routing, agent connectivity, IVRs, and WFM integrations; escalate complex cases
- Log and track support tickets with accurate documentation and timely follow-up under SLAs
- Monitor system health and alert clients to outages, updates, or performance concerns
- Assist with onboarding, setup questions, and client training
- Collaborate with internal teams to resolve issues and relay client feedback
- Contribute to knowledge bases and stay current on product updates and support best practices
- Perform other duties as assigned by management
Requirements:
- Bachelor’s degree or Certificate in Computer Science or related field
- In-depth knowledge of Microsoft Windows, MS-Exchange and Active Directory, Microsoft SQL
- Knowledge of Genesys software platforms (PureConnect, PureCloud)
- Experience with Microsoft CRM and VoIP is an asset
- Knowledge of telecommunication networks (PRI, MPLS, SIP Trunking)
- Strong communication and problem-solving skills
- Ability to participate in internal development projects
- Ability to participate in client integration projects
- Desire to continually enhance technical and professional skills
- Fluently bilingual: English and French is a must
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