Partner Technical Support Engineer

Description

A global market leader in enterprise communications powering more than two billion business connections, Mitel (Nasdaq:MITL) (TSX:MNW) helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 60 million business users in more than 100 countries.

We are seeking an experienced Partner Technical Support Engineer with the capacity to become a Product Specialist.

Responsibilities:

• Incident Management:
  • Respond to and Resolve the Incident within the end-to-end service levels
  • Provide a workaround to minimize the impact of defects to the end-user
  • Engage clients in a professional and friendly manner
  • Provide best business solution if any road-block encountered
  • Ensure tickets contain all necessary details throughout its lifecycle
  • Use Knowledge Base articles for incident troubleshooting
  • Create and maintain Knowledge Base Articles (KBA's)
  • Be able to work in a team or on your own
  • Be able to deal with pressure periods e.g. high volume of calls
  • Have the flexibility to see incidents progressed out of hours
• Change/Release Management:
  • Be part of the New Product Introduction Process (NPI)
    • Confirm accuracy of Technical documentation
    • Be part of the early testing of the Application

Requirements:

• Capacity to become a Product Specialist
• Five years of experience in Voice, UC or Contact Centre Solutions
• Excellent Customer Service skills
• Strong analytical troubleshooting skills
• Multi Lingual (Optional)