Managed Services Support Specialist

2 weeks ago


Canada ZIRO Full time

La version française suit**Accepting applications from across Canada*
Customer Experience | Anywhere in Canada | Full-time Permanent


Companies need help making confident decisions without the complexity and risk. We need people like you to help make it happen.

We’re looking for a dedicated Tier 2 Support Specialist to help us excel. As a Tier 2 Support Specialist, you will be the second level of technical assistance that will help and delight our clients.

We’re a team of unified communications (UC) all-stars who are relentlessly focused on making UC hassle-free. We do that by helping organizations select, set up, and manage their phone, contact centre and meeting technology any way they want with confidence.
You have high standards, attention to detail and excellent written and verbal communication skills. Assist with technical escalations from Tier I.
Ensure all client documentation is up to date (SharePoint/Confluence).
Provisioning of end user services.
Participate in On-call rotation.
Participate in daily dispatch of service tickets-based service/skill type.
Participate in end user customer service meetings.
Develop skills in Unified Communications, ZIRO’s Products (ZPC/ZPM), WebEx Calling & Microsoft Teams.

You have worked in a customer service/support role in the past. Bilingual candidates are preferred.
Expérience Client | N'importe où au Canada | Temps-plein, Permanent
*Nous recherchons un Spécialiste du Support de Niveau 2 pour nous aider à exceller. En tant que Spécialiste du Support de Niveau 2, vous serez le deuxième niveau d'assistance technique qui aidera et ravira nos clients.

Nous sommes une équipe d'experts en communications unifiées (UC) qui s'efforcent sans relâche de rendre les UC faciles à utiliser. Pour ce faire, nous aidons les entreprises à sélectionner, configurer et gérer leur téléphone, leur centre de contact et leur technologie de réunion comme elles l'entendent et en toute confiance.
Une équipe de direction expérimentée qui possède plus d'une décennie de savoir-faire en matière de communications unifies
Vous avez des exigences élevées, le souci du détail et d'excellentes aptitudes à la communication écrite et orale. Vous incarnez les valeurs fondamentales de ZIRO que sont la responsabilité, le courage, la passion, l'innovation et l'altruisme, et vous faites preuve de discernement.

Aider à résoudre les problèmes techniques de niveau I.
Résolution quotidienne des incidents conformément au processus, à l'accord de niveau de service et à l'accord de niveau de service.
Effectuer la maintenance standard pour les clients (pendant et en dehors des heures de travail).
S'assurer que toute la documentation client est à jour (SharePoint/Confluence).
Fournir des services aux utilisateurs finaux.
Participer à la rotation des astreintes.
Participer à la répartition quotidienne des tickets de service en fonction du type de service/compétences.
Construire des relations solides avec les clients.
Participer aux réunions de service à la clientèle des utilisateurs finaux.
Développer des compétences en communications unifiées, produits ZIRO (ZPC/ZPM), WebEx Calling et Microsoft Teams.

Vous avez déjà travaillé dans le domaine du service à la clientèle/de l'assistance. Les candidats bilingues sont privilégiés.



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