Customer Support Specialist

Job not on LinkedIn

🕒 September 11

🇨🇦 Canada – Remote

💵 $53k - $69k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Phonism by Inlayer

WebsiteLinkedInAll Job Openings

11 - 50 employees

📡 Telecommunications

☁️ SaaS

🔧 Hardware

Telecommunications • SaaS • Hardware

Phonism by Inlayer is an advanced automation platform designed to deploy, manage, secure, and migrate SIP devices at scale. With a vendor-agnostic approach, Phonism enables customers to leverage Bring Your Own Device (BYOD) opportunities, efficiently manage a diverse range of devices, and enhance customer satisfaction through faster deployments and effective support. The platform currently supports over 315 devices and 1400 versions of firmware, making it a versatile solution for VoIP provisioning and device management.

📋 Description

• Research, resolve, and respond to questions received via telephone, email, web, and web chats in accordance with current standards • Assist in resolving user and support issues among client sites and distribute knowledge to the customer base • Serve as the client’s principal support specialist • Set appropriate customer expectations and fulfill customer commitments • Maintain current knowledge of relevant product offerings and support policies • Contribute learnings to the company-wide knowledge base • Participate in team projects that enhance support quality and efficiency • Provide front-line support for clients using the CCaaS platform • Troubleshoot call routing, agent connectivity, IVRs, and WFM integrations; escalate complex cases • Log and track support tickets with accurate documentation and timely follow-up under SLAs • Monitor system health and alert clients to outages, updates, or performance concerns • Assist with onboarding, setup questions, and client training • 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 • Perform other duties as assigned by management

🎯 Requirements

• 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