Job Description

Innovatia Technical Services Inc. (ITSI), a wholly owned subsidiary of Innovatia Inc., is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds\xe2\x80\x99 most successful Fortune 500 and Fortune 1000 companies. We are looking for Technical Support Specialists to provide excellent customer service to our customer, one of North America\xe2\x80\x99s leading information technology companies. You will join an existing team of highly skilled technical support professionals where training and certifications are provided. Employment type: Contract Responsibilities

• Diagnosing and remediating incidents and problems related to Cisco contact center products
• Working within a team of NWN Carousel Collaborations Engineering colleagues and interfacing with other teams, including: NWN Carousel service desk, vendors, client personnel, and Managed Services engineers from different technology towers
• Fulfilling both simple and complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms
• Utilizing existing ITOM tools, including OpsRamp and Zenoss, to proactively recognize issues and trends
• Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements
• Providing follow up to ensure proper problem and resolution management is being done to prevent recurring incidents
• Acts as an escalation point for incident and problem resolution
• Triages, diagnoses, and remediates customer problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations
• Technology serviced may include (but not limited to) the following: Cisco Contact Center Enterprise

Cisco WebEx Contact Center
Cisco Contact Center Express

• Coordinates all required resources for applying fixes to recurring incidents and issues
• Resolve escalated customer issues, providing detailed and immediate notifications and explanations to customers leadership and senior customer personnel.
• Maintain discipline and professionalism during all interactions and in all verbal or written communications

\xe2\x80\x8b\xe2\x80\x8b\xe2\x80\x8b\xe2\x80\x8bQualifications

• Hands on experience with Cisco contact center products, including Webex CC, UCCE, and UCCX
• Excellent verbal and written communication, and interpersonal
• Effective time management and multitasking abilities
• Troubleshooting and problem-solving skills

We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer. Job Type: Fixed term contract Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote