Distributel

Business Technical Support Specialist

CA-QC-Montreal
Reference No.
BTSL1-1007-DM-TO
Job Category
Customer Service/Support
Type
Full Time
Career Level
Entry Level, Experienced, Management

Job Description

BUSINESS TECHNICAL SUPPORT SPECIALIST

 


Reporting to the Business Technical Services Manager, the Business Technical Support Specialist must be a self-starter and results oriented individual. They must also have superior interpersonal and technical skills to provide telephone and ticket/email support. The department is responsible for assisting Business wholesale and enterprise Voice over IP customers to resolve technical and configuration issues related to the use of ThinkTel provided services.

 


KEY RESPONSIBILITIES

 

• Coordinating problem resolution for customers, and engaging Microsoft Office Skype for Business and a skills matrix to locate the appropriate resources (Network Operations, Professional Services, etc.), when necessary
• Troubleshoot and provide technical solutions for customer issues related to service set-up, configuration of Session Initiated Protocol (SIP) trunks, Skype for Business 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 high quality service and technical support services accordingly to 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

 

Special Assignments


• Participate or lead projects from time to time
• Document processes and procedures
• Create technical documentation for internal and external use


Working Conditions

 

• Participate in the mandatory shift rotation schedule
• Participate in the mandatory on-call rotation for support off-hours and weekends

 

JOB REQUIREMENTS

 


Minimal Education and Experience Required to Occupy the Job

 

• Post-secondary education
• See Licences/Certifications

 

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

 

Required Licenses/Certifications

 

• Certified Cisco Network Administration (CCNA) or equivalent knowledge
• SIP School Certified Associate (SSCA) or equivelant knowledge

• MCSE Communication


Specific Skills and Aptitudes

 

• Bilingual mandatory - 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)
• Have a good understanding of Active Directory, Exchanage, Office 365 and Skype for Business
• Self-starter and team player
• Able to work well under pressure and ability to multi-task
• Possess excellent verbal and written communications skills

 

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