Technical Support Specialist - Avaya Workforce Optimization

Innovatia Technical Services Inc. (ITSI) is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors. We provide our customers, including some of the worlds’ most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation, training, technical support, and information auditing.
We are looking for Technical Support Specialists to provide excellent customer service to our customer, one of North America’s leading information technology companies. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.

Key Responsibilities:

• Provide top quality technical support, troubleshooting of issues arising on Avaya Aura Contact Center Products.
• Work remotely with end-users and technicians, diagnose and recommend solutions leading to resolution of various complex issues related to:
  • Avaya Workforce Optimization
  • Avaya Call Recording
  • Avaya Quality Monitoring
• Create reproduction of customer environments on lab equipment.
• Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
• Collaboration and managing 3rd party vendors like Verint.

Skills and Qualifications:

• Degree in Engineering, preferably in the fields of IT and telecommunications.
• Minimum 4 years of experience in the information technology field.
• Technical Support experience with Avaya and WFO related certification are considered an asset.
• Strong technical knowledge in the following areas: IP Networking; VoIP; TCP/IP; Linux Operating Systems; and telephony technologies; Windows 2007/2010 server, and telephony technologies (ISDN, SIP, H.323, etc.)
• Excellent understanding of IVR’s and Voice recording workflows
• Networking and CRM tools – Seibel
• Remote support experience
• Logical and analytical approach to problem solving.
• GREAT communications skills. Customer satisfaction is our purpose; this is a HIGH TOUCH environment in which continual customer interaction is the norm.
• Strong technical aptitude.
• Solid work ethic.
• Organized, independent, dependable, self-motivated, takes ownership and initiative.

Innovatia Benefits

Innovatia benefits are specific to the country of your work location and will be discussed by the recruiter during the interview process.

• Medical and dental insurance coverage
• Immediate eligibility for benefit coverage
• Employer sponsored investment program
• Employee Assistance Program (EAP) with 24/7 access
• Option to work remotely from home office

We thank all candidates for their interest, however, only those selected for an interview will be contacted. Innovatia is an equal opportunity employer.