Support Technician

Job Description


The position is a frontline support role for all i3vision Workforce Optimization customers. We are looking for a junior to intermediate candidate. The candidate will work in conjunction with the WFO Team Lead, as well as our Integration and support specialists, providing both functional and technical support. 

Responsibilities and Duties


  • Work with customers to determine, troubleshoot and document any issues. 

  • Strive to maintain service level agreements for support.  

  • Open and maintain internal TAC Cases.

  • Open and maintain TAC cases with 3rd party Vendors in conjunction with WFO issues. 

  • Work within different environments in order to test and document issues.

  • Ensure customer information is up to date and accurate

  • Create and document any new procedures.

  • Facilitate communication on new procedures internally and with customers 

  • Provide after hours support through on call rotation


Qualifications and Skills


  • DEC or Certification for IT (or equivalent) or pertinent work experience. 

  • At least 2 years of technical support work experience

  • Experience in the telecommunications field or contact centers is a plus

  • Certification or working knowledge of MS SQL and Web Servers  is a plus

  • Documentation and customer service abilities is a must

  • Ability to be flexible with work shift, although position is Monday to Friday, 8am to 5pm.

  • Must be fully Bilingual

Reasons to join our team

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Health Care

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Disability &
Life Insurance

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Flexible Hours
& Remote Work

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