Technical Support Specialist – Contact Center

Worldwide Salaried Open

Job Description:

Manage and resolve service requests and incidents through the ITSM platform
Troubleshoot and support Contact Center solution components, including both hardware and software, which may involve elements of the customer’s infrastructure
Perform system updates, configurations, and maintenance activities using customer-provided tools
Escalate complex issues to appropriate internal or external vendors as required
Collaborate with customer technology teams to diagnose and restore service availability
Document solutions and troubleshooting procedures by creating and maintaining Knowledge Base articles for complex issues
Monitor and meet established Service Level Agreements (SLAs) while maintaining a high level of customer satisfaction

Requirements:

Based in USA
Associate’s or Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent work experience)
Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VLANs
Familiarity with VoIP and unified communications concepts
Exposure to or willingness to learn Mitel collaboration and contact center platforms
Strong troubleshooting and problem-solving skills in technical environments
Basic knowledge of Windows operating systems and common enterprise applications
Ability to manage and track incidents and service requests using an IT Service Management (ITSM) tool
Strong written and verbal communication skills with the ability to interact with technical and non-technical users
Ability to work in a team environment and manage multiple priorities
Availability to participate in on-call rotations or shift work if required
Internship or hands-on experience supporting VoIP, telephony, or unified communications systems (Advantageous)
Exposure to SIP, call routing, or contact center technologies (Advantageous)
Basic knowledge of network troubleshooting tools (ping, traceroute, packet capture) (Advantageous)
Industry certifications such as CompTIA Network+ or vendor-specific telephony certifications (Advantageous)

Benefits:

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