Telecommunications Technical Support Specialist

Job Description

<p>Insight Global is seeking a Telecommunications Technical Support Specialist to join one of our top higher education clients in the London, ON area. This role involves managing and directing incoming calls to the call center, resolving potential billing issues with the telecommunications provider, and assisting with troubleshooting and testing Cisco-related concerns in collaboration with the networking team. Responsibilities include: handling Tier 2 and Tier 3 support requests, overseeing the PSTN renewal process, and adapting to an ever-changing, unpredictable environment while ensuring efficient and effective problem resolution with excellent customer service.</p><p><br></p><p><b>REQUIRED SKILLS AND EXPERIENCE</b></p><p>-Experience as a Zoom Application Administrator, including familiarity with AI-driven components.</p><p>-Hands-on experience in Cisco environments, specifically CUCM versions 12.5 and/or 15.</p><p>-Proven ability to act as a point of contact and liaison with telecom providers (e.g., Bell Mobility), including problem-solving and billing management.</p><p>-Previous involvement in the roll-out of a new call center, covering configuration, deployment, administration, and wallboard setup (UCCX experience strongly preferred).</p><p>-Minimum 5 years of customer service experience with a strong focus on client satisfaction.</p><p>-At least 3 years of experience in telecommunications, demonstrating a solid technical background.</p><p> </p><p><b>NICE TO HAVE SKILLS AND EXPERIENCE</b></p><p>-help desk / ticketing experience</p><p>-tier 1 help desk support experience</p>