Technical Support Specialist Contact Center

At Mitel , you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

Technical support position for Contact Center solutions. Interaction with the customer's technical support team and vendor (internal and external) when addressing product related issues.

Working schedule: Business days and hours.

This position is 100% remote.

Responsibilities:

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.

Additional Skills (Advantageous):

Internship or hands-on experience supporting VoIP, telephony, or