Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
Responsibilities
- Triage technology issues impacting the North American Contact Center lines of business
- Manage technology interruptions, oversee issue escalation and resolution
- Assess the issue and impacts to determine if customer messaging is required and action appropriately
- Engage appropriate technology, digital and other support partners
- Effective and clear communication of issue, including technology status updates, real time metrics and action plan
- Identify improvement opportunities observed via Incidents and follow through to resolution
- Track incidents and impacts for reporting and trend analysis
- Manage emergency IVR/call flow messages and DRP when required
- On call support 24 hours, 7 days a week on a rotational basis
- Other duties as assigned
Requirements
- Undergraduate degree or Technical Certificate
- 3-5 years relevant experience
- Excellent communication skills (written and verbal)
- Ability to multi-task in a high-pressure environment
- Enjoy working as part of a team
- Strong analytical and organizational skills to manage multiple deadlines and priorities
- Advanced Microsoft Excel and PowerPoint skills
- Knowledge of ServiceNow, SharePoint, JIRA, CUIC, VIM applications is an asset
- Knowledge of Contact Centers and their technology platforms is an asset
- Candidates with a combination of business and technology experience are preferred
Benefits
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
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