Technical Support Specialist (Contact Center)

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

Technical support position for Contact Center solutions. Interaction with the customer's technical support team and vendor (internal and external) when addressing product related issues.

Working schedule: Business days and hours.

This position is 100% remote.

Responsibilities:

• Manage and resolve service requests and incidents through the ITSM platform.

• Troubleshoot and support Contact Center solution components, including both hardware and software, which may involve elements of the customer’s infrastructure.

• Perform system updates, configurations, and maintenance activities using customer-provided tools.

• Escalate complex issues to appropriate internal or external vendors as required.

• Collaborate with customer technology teams to diagnose and restore service availability.

• Document solutions and troubleshooting procedures by creating and maintaining Knowledge Base articles for complex issues.

• Monitor and meet established Service Level Agreements (SLAs) while maintaining a high level of customer satisfaction.

Requirements:

• Based in USA

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent work experience).

• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VLANs.

• Familiarity with VoIP and unified communications concepts.

• Exposure to or willingness to learn Mitel collaboration and contact center platforms.

• Strong troubleshooting and problem-solving skills in technical environments.

• Basic knowledge of Windows operating systems and common enterprise applications.

• Ability to manage and track incidents and service requests using an IT Service Management (ITSM) tool.

• Strong written and verbal communication skills with the ability to interact with technical and non-technical users.

• Ability to work in a team environment and manage multiple priorities.

• Availability to participate in on-call rotations or shift work if required.

Additional Skills (Advantageous):

• Internship or hands-on experience supporting VoIP, telephony, or unified communications systems.

• Exposure to SIP, call routing, or contact center technologies.

• Basic knowledge of network troubleshooting tools (ping, traceroute, packet capture).

• Industry certifications such as CompTIA Network+ or vendor-specific telephony certifications.

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Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status.

At this time, we are not offering sponsorship for US work authorization for any new job applicants.

For more information, visit Why Mitel or follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.