Customer Support Specialist – Remote – Canada

We are hiring at Vocantas for a Customer Support Specialist to join our team!

Here is a little window into our company: Since 2003, Vocantas Inc. has simplified complex shift management and employee scheduling processes. As the industry leader in communication tools, Vocantas offers smart automation to assist schedulers with shift filling while also providing them with the ability to quickly react to any vacant shift challenge. Vocantas solutions connects organizations with their staff through a system that is fast, reliable, easy to use, and backed with outstanding customer support.

The candidate can be based anywhere in Canada as long as this person is willing to work 9 AM - 5 PM, following the Pacific Time Zone (PT).

About the role:

Your main responsibilities will be to provide post-sales technical support for clients using a hands-on approach, with a thorough understanding of the products, configurations, and best practices. Working directly with our clients’ user base, you will be responsible for supporting their needs, including issues, explanations, and clarifications. You will be responsible for tracking and providing proper communication according to our established SLAs.

About You:

Technical qualifications:

• Experience working with multiple Windows OS's: Windows 10/11, Windows Server 2016, 2019, 2022, as well as working knowledge of Linux.
• Experience working with Windows applications.
• MS SQL experience involving query execution, along with a working knowledge of database concepts.
• Experience with a ticket tracking system.
• Understanding of networking concepts.
• Computer Science, Math, or Engineering degree, and/or network experience/I.T. experience.

Non-technical qualifications:

• Excellent problem-solving skills.
• Must have good written and verbal communication skills in English.
• Good analytical and troubleshooting skills.
• Ability to multitask and work independently while setting and meeting timeline expectations.
• Strong collaboration skills and a team contributor.
• Ability to direct and assist in problem resolution.
• Strong communication skills with a specific talent for dealing with senior management of end-user customers in hospital, academic, and utility settings.
• Be willing to share rotation for off-hours support and be reachable by cell phone.
• Ability to travel (valid passport and driver’s license).
• Formal background/credit check passed.
• SOC2 training completed and reviewed annually.

Skills Considered Assets:

• Direct technical or customer support experience.
• Knowledge of hardware installation and configuration.
• Experience working in a VM environment (preferably VMWare).
• Working knowledge of signaling protocols (i.e., VOIP, SIP, H.323, ISDN, T1 RB).
• Telephony (i.e., PBX’s, Telco, CTI cards) and PC knowledge; Dialogic card knowledge.
• Bilingualism in French and/or Spanish would be an asset.

For information about Vocantas, please visit our website at https://www.vocantas.com/

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