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Customer Application Support jobs in Toronto, ON

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    • To set appropriate customer expectations and fulfill customer commitments.
    • Your responsibilities will include providing technical support on telecommunications…
    • View all CallTower, Inc. jobs - Toronto jobs - Customer Specialist jobs in Toronto, ON
    • Salary Search: Customer Support Specialist salaries in Toronto, ON
    • Documentation & System Development: Contribute to the development of customer support materials, such as help articles, Standard Operating procedures, and FAQs.
    • Provide individualized education, check understanding and coordinate further support.
    • Relevant technical support, device-installation or remote-monitoring…
    • Maintain accuracy and security of customer information on Airbnb systems.
    • Utilize advanced support technologies and processes engineered to achieve outstanding…
    • Coordinate support team efforts when ranking client priorities.
    • Assist in the creation and maintenance of internal customer service portal access for users.
    • Strong understanding of contact center operations, customer service delivery, advisor workflows, service metrics, and customer journey management.
    • Handles escalated customer concerns and provides support in areas including field service operations, warranty administration, service provider performance…
    • 1 to 3 years of experience in a Service Desk, Help Desk, or technical customer-support environment.
    • The Service Desk Agent provides first-line technical support…
    • Previous technical support experience or customer service experience.
    • You would rather spend most of your time on challenging issues rather than handling simple…
    • This role plays a key part in driving high levels of customer satisfaction through effective issue resolution and service coordination.
    • Minimum 3 years of end-user support experience, including deskside support.
    • Share knowledge and support team members in following documented processes to…
    • Experience in a support analyst, application support, business support, service desk, technology operations, or related role.
  • View similar jobs with this employer
    • Escalate unresolved or complex issues to appropriate support teams while maintaining ownership and accountability for the customer experience.
    • Provide first level technical support through phone, email and chat to resolve end user issues and support requests.
    • Can effectively review incidents to proactively identify trending or support gaps and provide mitigation strategies and escalate as required.
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Job Post Details

Customer Support Specialist
CallTower, Inc.
·
3.3
Toronto, ON M5H 2N2
•
Remote
$53,000–$69,000 a year
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Job details

$53,000–$69,000 a year
Remote in Toronto, ON M5H 2N2

Full job description

Job Purpose:

As a Customer Support Specialist at Inoria, a CallTower company, you will play a pivotal role in delivering professional, customer-driven technical support services while adhering to established service levels. You will be the primary point of contact for customers, addressing their inquiries and resolving issues with expertise and efficiency. Your responsibilities will include providing technical support on telecommunications solutions, implementing customer-specific solutions, and managing technical aspects of projects to ensure timely completion and customer satisfaction. You will maintain up-to-date product knowledge, contribute to training and documentation, and collaborate with other teams to enhance service quality. Additionally, you will assist with specialized product issues and contribute to software development as needed. This dynamic role requires a blend of technical proficiency, customer service skills, and project management capabilities to ensure exceptional customer experiences and the smooth operation of telecommunications services.


Duties:

  • 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
  • Provide front-line support for clients using the CCaaS platform, resolving technical issues via phone, email, or ticketing system.

· Troubleshoot common issues with call routing, agent connectivity, IVRs, and WFM integrations; escalate complex cases as needed. · Log and track support tickets, ensuring accurate documentation and timely follow-up in line with SLAs.

  • Monitor system health and proactively alert clients to outages, updates, or performance concerns.
  • Assist with onboarding, setup questions, and client training on platform features and tools.
  • Collaborate with internal teams to resolve issues and relay client feedback.
  • Contribute to knowledge bases and stay current on product updates and support best practices.
  • Other duties as assigned by management.

Essential skills and experience:

  • 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 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.
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