Innovatia Inc. Looking for ITSI Technical Support Specialist – Avaya Experience Portal at Bengaluru, Karnataka Full Time

About Innovatia

Innovatia is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors. We provide our customers, including some of the world’s most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation solutions, training, technical support, information auditing, and consultation.

The Position

Innovatia Technical Services Inc. (ITSI) a wholly owned subsidiary of Innovatia Inc. are looking for a Technical Support Specialists that can provide top notch remote technical service to ITSI’s client customer base. Customer satisfaction is our purpose, and this is a high touch environment in which continual customer interaction is the norm. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.

Location: Remote India

Responsibilities:

• Provide top quality technical support, troubleshooting of issues arising on Avaya Contact Center Portfolio.
• Work remotely with end-users and technicians to diagnose and recommend solutions leading to resolution of various complex issues.
• Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements.
• Provide follow up to ensure a proper problem and resolution management is being done to prevent recurring incidents
• Create reproductions of customer environments on lab equipment.
• Document and detail all site information, troubleshooting steps and time reporting in Customer Relationship Management Systems.
• Collaboration and managing interactions with 3rd party vendors like Nuance.

Key Skills:

• Previous experience troubleshooting Avaya Experience Portal and POM
• Strong technical knowledge in the following areas: IP Networking; VoIP; TCP/IP; Linux Operating Systems; and telephony technologies; Windows 2008 R2, 2012 R2 and 2016 server, Windows Desktop, and telephony technologies (ISDN, SIP, H.323, etc.)
• Excellent understanding of IVR’s and Voice recording workflows
• Networking and CRM tools including SAL, Wireshark, and other related tools to proactively recognize issues and trends as well as ticketing systems including Siebel and ServiceNow.
• Remote support experience.
• Experience working with Linux

Personal Attributes:

• Logical and analytical approach to problem solving.
• Strong technical aptitude.
• Solid work ethic.
• Prior experience working in a service desk or a technical call center environment.
• Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
• Ability to write clear and comprehensive work instructions, and knowledge base documents.
• Excellent communication, organizational and time management skills.
• Ability to work independently as well in a team environment.
• Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
• Strong computer skills, including intermediate typing abilities.

Education and Experience:

• Degree in Engineering, preferably in the fields of IT and telecommunications.
• Minimum 4 years of experience in the information technology field.
• Technical Support experience with Avaya Experience Portal and POM
• Certification would be considered an asset

Innovatia Cares

Innovatia encourages a healthy lifestyle and promotes mental and physical wellness. As such, we proudly offer our employees the following benefit package:

Innovatia benefits are specific to the country of your work location and will be discussed by the recruiter during the interview process.

• Medical and dental insurance coverage
• Immediate eligibility for benefit coverage
• Employer sponsored investment program
• Employee Assistance Program (EAP) with 24/7 access
• Option to work remotely from home office

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.

Please upload your resume to www.innovatia.net/careers

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.