Job Details
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Job Description
- Delivering high quality service and support to our enterprise, wholesale/resale and commercial business customers via telephone, and ticket / email support.
- Troubleshoot and provide technical solutions for customer issues related to service set-up, configuration of Session Initiated Protocol (SIP) trunks, and other Local Area Network / Wide Area Network (LAN/WAN) issues.
- Support and escalate issues by determining the business critical nature of the problems and delivering support services accordingly.
- Assisting with customer service orders (Moves, Additions, Changes, and Deletions “MACD”), coordinating or escalating with other departments (Sales, Billing, Orders, Ports, and Network Operations) to resolve issues.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
- Deliver technical support services accordingly to a specified Service Level Agreements (SLA).
- Explore opportunities and provide feedback and continuously work towards improving support services to ensure a high degree of customer satisfaction.
- Coordinating problem resolution for customers, and engaging Microsoft Office Lync and a skills matrix to locate the appropriate resources (Network Operations, Professional Services, etc.), when necessary.
Special Assignments:
- You may be requested to participate or lead projects from time to time.
- You may be requested to document certain processes and procedures from time to time.
Working Conditions:
- Participate in the mandatory shift rotation schedule.
- Participate in the on-call support for off-hours, weekends and holiday support.
Computer Skills and Software Used:
- Microsoft Office Suite MS Windows, Linux and other Operating Systems.
- Protocol Analyzers, commercial and in-house Voice over IP (VoIP) test tools.
Job Requirements
Education and Training:
- Post-secondary education.
- Certified Cisco Network Administration (CCNA) or equivalent knowledge.
- SIP School Certified Associate (SSCA) or equivalent knowledge.
Skills and Aptitudes
- Must be bilingual - English / French.
- Have exceptional troubleshooting and customer handling skills.
- Have a good understanding of LAN/WAN and Broadband Access network protocols such as TCP/IP, DNS, DHCP, SIP, DSL, T38 (Fax).
- Self-starter and team player.
- Able to work well under pressure and ability to multi-task.
- Possess excellent verbal and written communications skills.