Customer Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Conduct research, address, and reply to inquiries received through telephone, email, web, and web chats in line with current standards.

• Aid in resolving user and support challenges across client sites and share knowledge with the customer base.

• Act as the primary support specialist for clients.

• Set realistic customer expectations and meet commitments made to them.

• Keep up-to-date with relevant product offerings and support policies.

• Contribute insights to the company-wide knowledge repository.

• Engage in team initiatives that improve support quality and efficiency.

• Provide front-line assistance for clients utilizing the CCaaS platform.

• Troubleshoot issues related to call routing, agent connectivity, IVRs, and WFM integrations; escalate more complex cases as necessary.

• Record and monitor support tickets with precise documentation and timely follow-ups as per SLAs.

• Oversee system health and notify clients regarding outages, updates, or performance issues.

• Assist with onboarding, setup inquiries, and training for clients.

• Collaborate with internal teams to resolve issues and communicate client feedback.

• Contribute to knowledge bases and remain updated on product enhancements and support best practices.

• Perform additional tasks as assigned by management.

⛳️ Requirements

• Bachelor’s degree or Certificate in Computer Science or a related discipline.

• Comprehensive understanding of Microsoft Windows, MS-Exchange, and Active Directory, as well as Microsoft SQL.

• Familiarity with Genesys software platforms (PureConnect, PureCloud).

• Experience with Microsoft CRM and VoIP is advantageous.

• Knowledge of telecommunication networks (PRI, MPLS, SIP Trunking).

• Excellent communication and problem-solving abilities.

• Capability to take part in internal development projects.

• Ability to engage in client integration initiatives.

• Willingness to continuously improve technical and professional skills.

• Bilingual proficiency in English and French is essential.

🏝️ Benefits

• Competitive salary and performance incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work environment and work-from-home options.