Come work with us and help connect people to the world

In this role, you will be responsible for efficiently managing and addressing daily client issues.  This position is available onsite, hybrid schedule, or remote for the right candidate.

When you are part of the Innovative Systems’ Customer Care team as a Customer Care Specialist 1, you will:

• Utilize the software ticketing system to efficiently manage and address daily client interactions.
• Conduct formalized training sessions to educate end users on effectively navigating the eLation billing software.
• Contribute to and navigate the shared knowledge base to provide valuable resources for clients and coworkers.
• Identify and recreate software deficiencies to effectively test and report software bugs.
• Organize and deliver software-related presentations at our annual customer conference.

These are skills that we are looking for in our ideal candidate:

• Preferred: 2+ years of experience in the software or telecom industry.
• Preferred: Bachelor’s degree in business, computer science, or information technology.
• Excellent oral and written communication skills.
• Ability to handle multiple issues simultaneously while maintaining high attention to detail.
• Self-motivated, adaptable to change, and proactive in problem-solving.
• Thrives in a collaborative team setting.
• May require occasional travel, up to 25%.

These skills would be helpful but are not required:

• Telecommunications industry experience.
• Experience with the eLation Software Suite of Products

This role communicates and trains our clients for their use of eLation Software through the conversion process.  The candidate will configure eLation Tables and validate accuracy of client data.  Additionally, they will manage projects by working with clients and development staff to implement eLation functionality.  The position will involve travel and presenting in front of large groups.  After hours call rotations is mandatory.

Responsibilities:

• Work with new clients and development staff to validate data and align client software uses with eLation best practices in the Conversion process, striving for consistency and best possible conversion results.
• Assign conversion tasks to team members and monitor use of the conversion console
• Meet regularly with the conversion team to communicate progress or issues of the conversion process
• Review areas of User Feedback to monitor client requests
• Work project requests from clients and professional services
• Recreate, enter, test, and close software bugs found
• Increase knowledge base and skill level of internal staff by offering and hosting trainings.
• Present webinar and eLation eLevate sessions to increase client knowledge of eLation functionality.
• Regular travel is required to client sites for conversions and training sessions.

Ideal Candidate Skills

• Leadership experience and telecommunications industry knowledge are desirable.
• Degree in Business, Education, Technology, or similar is preferred.

Innovative Systems is currently seeking applicants for a Technical Support Specialist to join our talented Voice Video Support team.

In this role, you will be responsible for Supporting customer systems and maintaining Voice and Video software applications.

This position is available as onsite, hybrid schedule, remote for the right candidate.

When you are part of the Innovative Systems’ Voice/Video Support team as a Technical Support Specialist, you will:

• Assist clients with installing, provisioning and maintaining Innovative Systems Voice and Video IPTV and HLS video streaming products.
• Deliver outstanding customer service through timely response and proactive solutions with installing, supporting, and configuring Innovative Systems products.
• Diagnose, resolve, and document hardware and software issues promptly and accurately.
• Provide end-user training and support where required.
• Some travel to client sites is required.

These are skills that we are looking for in our ideal candidate:

• Experience with the following software and technologies – Windows operating system, SQL, Linux, Windows Web Servers, Wireshark, network routing, switching, and IP protocols such as TCP, UDP, IGMPv2/3, and similar protocols.
• Understanding of Internet standards in the context of server-based applications, such as TCP-IP, DNS, FTP, SSH, HTML, XML, and other protocols.
• Proficiency in the installation of various types of data communications, network, PC, and server hardware.
• Understanding of Voice Telephony technology, Telephony switching, Voice PBX systems and SIP phone technology.
• Understanding of Video codec technology and video analytics.
• Background in Cable Head End, HLS and RF, IPTV, and other video operations and video service delivery.
• Background Excellent oral and written communication skills and documentation skills.
• Ability to work both independently and in a team environment.
• Desire to keep current with the latest state-of-the-art technology in the areas of communications, networking, protocols, hardware, and software.
• Background in VoIP, Telecommunications, Information technology, Computer Science, Broadband and Wireless studies are beneficial.