Technical Support Specialist

We are hiring at Vocantas for a Technical Support Specialist to join our growing team in Canada!

The successful Technical Support Specialist’sresponsibilities 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 client’s 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.

Here is a little window into our company : Vocantas has been providing powerful automated communication solutions for over 18 years.

We solve complex human capital management and customer outreach challenges, servicing Fortune 500 companies within healthcare, manufacturing, service and delivery, and retail industries.

From humble beginnings as an automated voice company, Vocantas has since grown into a leader in the workforce communications technology space.

Vocantas was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals.

By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidate will be based anywhere in Canada, working in a remote work model!

About You :

• At least a bachelor's degree in Computer Science, Maths or Engineering
• 2+ years of Network engineering or Information Technology experience
• 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
• Experienced working in the SaaS or Software industry is highly advantageous
• Workforce Management or Healthcare sector experience is highly advantageous
• 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

• Excellent problem-solving skills
• Good analytical and troubleshooting skills
• 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
• Technical aptitude (an understanding of technology and an ability to discuss technical aspects with customers)
• Fluent in English, both written and verbal, is essential
• Legally authorized to work in Canada

For further information about Vocantas , you can visit our website at www.vocantas.com

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