Technical Support Specialist

Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile, personable and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration and innovative solutions.

More than contact center expert consulting, Inoria is about enriching the customer experience.

Why we need you:

The main purpose of this role is to provide professional, customer-driven technical support services respecting established service levels.

Principal tasks and responsibilities include:

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

Qualifications and pre-requisites

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 the 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

Full-time