• Business Technical Specialist

    Job Locations CA-QC-Montreal
    Reference No.
    Job Category
    Customer Service/Support
    Full Time
    Career Level
    Entry Level, Experienced
  • Job Description


     * Must be bilingual ( French & English)

    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.



    • 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



    Minimal Education and Experience Required to Occupy the Job:

    1. Post-secondary education
    2. 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

    Specific Skills and Aptitudes:

    • Bilinugal an asset - French & English
    • 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


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed