Innovatia 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 world’s most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation solutions, training, technical support, information auditing, and consultation.

Innovatia Technical Services Inc. (ITSI) a wholly owned subsidiary of Innovatia Inc. are looking for Technical Support Specialists to provide excellent remote technical service to ITSI’s Client customer base. Customer satisfaction is our purpose, and this is a high touch environment in which continual customer interaction is the norm. Successful candidates will join an established team of highly skilled technical support professionals with continued opportunity for personal growth and advancement.

Location Statement:
Innovatia has office locations in Canada and India with our head quarter in Saint John, New Brunswick, Canada. For additional information about the location requirements, please discuss with a recruiter following submission of your application

Job Location: Remote Canada or Remote India

Responsibilities:

• Provide top quality technical support, troubleshooting of issues arising on a Contact Center Portfolio which includes problem determination, resolution, and escalation as needed.
• Work remotely with end-users and technicians to diagnose and recommend solutions leading to resolution of various complex issues.
• Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements (SLA’s).
• Provide follow up to ensure a proper problem and resolution management is being done to prevent recurring incidents
• Create reproductions of customer environments on lab equipment.
• Document and detail all site information, troubleshooting steps and time reporting in Customer Relationship Management Systems.
• Collaboration and managing interactions with 3rd party vendors like Verint and Nuance.
• Proactively utilizing resources and trainings to remain current with technology used in the company and Information technology

Key Skills:

• Preferably 2+ years of experience supporting Avaya Products.
• Primary Skill: AEP (Avaya Experience Portal),CMS (Call Management system), AACC (Avaya Aura Contact Center), Workforce Management (WFM),SAL (Secure Access Link).
• A minimum of 2 years’ experience supporting telecommunications as well as related experience in Data Networking as it applies to telecommunications
• Strong technical knowledge in the following areas: IP Networking; VoIP; TCP/IP; Linux Operating Systems; and telephony technologies; Windows 2008 R2, 2012 R2 and 2016 server, Windows Desktop, and telephony technologies (ISDN, SIP, H.323, etc.)
• Excellent understanding of IVR’s and Voice recording workflows
• Networking and CRM tools including SAL, Wireshark, and other related tools to proactively recognize issues and trends as well as ticketing systems including Siebel and ServiceNow.
• Remote and/or call center support experience.
• Experience working with Linux would be considered an asset.
• Experience with Cloud Based Vendors AWS, Microsoft and Google would be considered an asset.

Personal Attributes:

• Logical and analytical approach to problem solving. Takes pride in providing resolutions to clients.
• Strong technical aptitude, computer skills, including intermediate typing abilities
• Solid work ethic with excellent communication, organizational and time management skills.
• Prior experience working in a service desk or a technical call center environment.
• Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
• Ability to write clear and comprehensive work instructions, and knowledge base documents.
• Ability to work independently as well in a team environment.
• Must be able to learn quickly, need minimal direction, and handle multiple tasks simultaneously.

Education and Experience:

• Minimum 2 year certification program in IT and/or telecommunications or a Bachelor of Engineering or equivalent work experience
• Hands-on work experience supporting IT/Telecommunication products.

• 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