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


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