Job vacancy Telecommunications Technician

1. Job Summary

In direct contact with end-users through various medias (Web, chat, phone) a Support Engineer L1 is responsible for opening, documenting & closing cases from customers

2. Principal Duties and Responsibilities (Essential Functions)

Functional/Technical

The essential functions listed below are representative of duties performed by this job title. Duties generally include, but are not limited to the following:

Provides Enterprise level technical support to all Enterprise customers
Troubleshoots and reproduces customer technical issues to resolution and/or escalates
Applies expert knowledge of VOIP technology
Responsible for training customer administration
Answers complex technical questions and offers workarounds for customer networks
Provides quick and accurate handling of support interactions – phone, screen sharing and email
Follows up with customers, ensuring customer is up to date and satisfied with resolution
Responds promptly to escalations while keeping detailed case notes
Manages customer expectations and experience to deliver high customer satisfaction and increase retention
Regularly achieves and exceeds service level agreements and quality customer satisfaction targets
Remain current on software defect and upgrades
Manage escalated issues and collaborate with other internal departments to expedite resolution
Help develop and maintain customer facing and internal help articles

3. Education and Work Experience

Education Bachelor’s degree in business related field preferred

Relevant Experience 2+ years’ experience in customer focused/customer experience role

Certification, Licenses Preferably with certification in any of the following: Microsoft, Cisco, Linux

4. Knowledge, Skills and Abilities

Fluency in both French and English.
Strong technical troubleshooting skills, perseverance, and patience
Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs
Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.
Networking, IT, or telecommunications certification is a plus – Network + or equivalent is desirable.
Experience supporting telecommunications, networking, or Software-as-a-Service products
Ability to work efficiently in a highly demanding team-oriented and fast paced environment
Ability to communicate and empathize with all levels of customers – executives, end users, developers
Self-motivated with the ability to dive right in, be effective and make a difference
Proficiency using SalesForce.com ticketing tool and generic network testing equipment

5. Job Complexity and Supervision

Efficiency closing cases and customer feedback will be monitored

6. Working Conditions

Work schedule is shift, including graveyard shifts, and work during holidays, weekends or overtime may be required.