Technical Support Specialist

HRBrain

CONTRACT
Canada
Posted 10 months ago

We are looking for a Technical Support Specialist! Reach out if you are interested and feel free to refer friends/colleagues!

 

Type of Employment: Contract
Title: Technical Support Specialist
Term: 12-months – Potential on call rotation, approximately every 7-8 weeks 24/7 for one week
Location: Toronto, Winnipeg, and London – Hybrid 2-days a week on-site
Job ID number: C1171

 

Brief description of duties:

 

The Telephony Technical Specialist – Contact Center is a technical subject matter expert that provides 24X7 2nd level support to contact center users across the client supporting the PSHCP initiative and possibly PSDCP. In this role, the Telephony Technical Specialist will also work collaboratively with our business partners, other teams across Canada Technology and external vendors to support the current platform and to implement new features and functionality to continue to deliver an improved customer and employee experience.

What you will do

  • Develop a strong and deep understanding of business needs and how the contact center platform can support the core business unit mission
  • Have a solid understanding of how Incident, Problem and Change Management processes work together to provide superior support and high availability to our business
  • Respond to and resolve incidents and problems according to SLAs
  • Adhere to IS Change Management processes for all contact center changes
  • Maintain an overall understanding how enterprise wide changes may impact the contact center platform and participate in CAB as needed
  • Participate and coordinate testing activities for upgrades or changes
  • Perform all moves, adds and changes ensuring all agent skill sets and call flow requirements are met and that the changes are handled efficiently and effectively
  • Maintain services by measuring and monitoring availability, latency and overall system health by taking corrective actions or escalating issues where appropriate
  • Identify service improvement opportunities
  • Create knowledge articles, job aids and training material

 

MUST haves:

 

  • Post-secondary Degree or equivalent experience in Information Technology
  • 5+ years of relevant experience in a technical role
  • Deep experience with Problem, Incident and Change (ITSM)
  • Knowledge of cloud contact center platforms (preferably Cisco’s Hosted Collaboration platform and Verint’s Workforce Optimization)
  • Strong analytical, quantitative, problem solving, and organizational skills; attention to detail; and ability to coordinate multiple tasks, set priorities, and meet deadlines
  • Effective internal consulting skills with a strong customer service orientation.
  • Communicates in a clear and concise manner, both written and verbal, that is appropriate for the audience.
  • Good interpersonal skills and a demonstrated ability to work effectively in a team environment across geographies
  • Able to pivot and quickly change direction in response to changing priorities while effectively performing under pressure.
  • Possesses extensive Investigation & diagnostic skills
  • Deep experience with Problem, Incident and Change (ITSM).
  • Knowledge of cloud contact center platforms (preferably Cisco’s Hosted Collaboration platform and Verint’s Workforce Optimization).
  • Strong analytical, quantitative, problem solving, and organizational skills; attention to detail; and ability to coordinate multiple tasks, set priorities, and meet deadlines.
  • Effective internal consulting skills with a strong customer service orientation

Job Features

Job CategoryTech Support
Relevant experience in a technical role5+

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