Customer Support Specialist

Job Purpose:

As a Customer Support Specialist at Inoria, a CallTower company, you will play a pivotal role in delivering professional, customer-driven technical support services while adhering to established service levels. You will be the primary point of contact for customers, addressing their inquiries and resolving issues with expertise and efficiency. Your responsibilities will include providing technical support on telecommunications solutions, implementing customer-specific solutions, and managing technical aspects of projects to ensure timely completion and customer satisfaction. You will maintain up-to-date product knowledge, contribute to training and documentation, and collaborate with other teams to enhance service quality. Additionally, you will assist with specialized product issues and contribute to software development as needed. This dynamic role requires a blend of technical proficiency, customer service skills, and project management capabilities to ensure exceptional customer experiences and the smooth operation of telecommunications services.

Duties:

• To research, resolve and respond to questions received via telephone, email, web and web chats in a timely manner, in accordance with current standards
• To assist in the resolution of user and support issues amongst client sites to assist in a timely distribution of knowledge back to the customer base
• To be the client’s principal support specialist by responding to queries via telephone, email, web, and web chats in a timely manner, in accordance with current standards
• To assist in the resolution of user and client support issues
• To set appropriate customer expectations and fulfill customer commitments
• To acquire and maintain current knowledge of relevant product offerings and support policies in order to provide customers with technically accurate solutions.
• To contribute learnings to company-wide knowledge base
• To participate in team projects that enhance the quality and efficiency of support services
• Provide front-line support for clients using the CCaaS platform, resolving technical issues via phone, email, or ticketing system.

· Troubleshoot common issues with call routing, agent connectivity, IVRs, and WFM integrations; escalate complex cases as needed. · Log and track support tickets, ensuring accurate documentation and timely follow-up in line with SLAs.

• Monitor system health and proactively alert clients to outages, updates, or performance concerns.
• Assist with onboarding, setup questions, and client training on platform features and tools.
• 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.
• Other duties as assigned by management.

Essential skills and experience:

• 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.