Deployment Support Specialist

2 weeks ago


Montréal, Canada Intrado Full time

**MAJOR JOB ACCOUNTABILITIES**
- Provide a single point of contact or Tier 1 for clients to ensure system issues are resolved within the scope of responsibility by following problem from beginning to final resolution
- Obtain information from callers, and determine type of action to achieve successful problem resolution escalating issues outside employee's scope of responsibility to appropriate resource
- Record client information into the computer database ensuring 100% accuracy
- Answer basic client requests concerning the assigned business unit's products and services
- Responsible for placing a high priority on providing quality customer service, while continuously striving to improve the level of overall service provided to internal customers and external clients
- Use trouble ticketing system for tracking client interactions and problem resolution
- Document all trouble tickets with clear, concise explanations in a timely and accurate manner
- Coordinate appropriate resources to resolve clients' issues if the issues cannot be resolved on the initial call
- Escalate complex problems to the appropriate level of support to ensure clients' issues are addressed by other knowledgeable staff
- When dispatching client issues to other staff ensure appropriate documentation is in place so that clients' concerns are transferred with minimum interruption
- Guarantee that high levels of client satisfaction are provided during each point of contact with clients
- Perform a variety of duties supporting new client deployment which may include system setup, configuration, and testing ensuring best practices are followed and any issues resolved
- Continuously strive to provide accurate and timely evaluation of problems and recommend alternative solutions to senior level staff
- Stay current on service level agreements and potential consequences of breech of contracts to ensure accountability to clients
- Assist with performing quality reviews of services provided, and department interactions, by escalating workflow and communication issues to supervisor to help identify trends indicating the need to revise existing methods and procedures
- Establish a good working relationship with team members and department contacts, in order to maintain and continuously strive to improve the level of overall service being provided

**MINIMUM QUALIFICATIONS**:
Applicant for this job will be expected to meet the following minimum qualifications.

**EDUCATION**:

- Associate degree from an accredited college or university with major course work in computer science, electrical engineering, telecommunications, or a related field is required.
- Experience in a similar position may be substituted for educational requirements.

**PROFESSIONAL EXPERIENCE**:

- Minimum of 1 year of experience with IP networking (TCP/IP, LAN/WAN troubleshooting, switches/routers and firewalls) required
- Minimum of 1 year of experience with web-based technologies and tools (HTTP, DNS, SMTP, NSLookup) required
- Successful completion of the first year of a college degree can be substituted for experience requirements
- Excellent English communication skills, both written and verbal required
- Experience in a customer service or technical helpdesk role is an asset

**OTHER**
- Basic knowledge of Microsoft Outlook, Excel, and Word required



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