Remote customer service representative supporting global brands for Teleperformance. Handling customer queries, technical troubleshooting, scheduling, and data entry across Canadian provinces.
About the role
- Senior technician troubleshooting Comtech’s telecommunications, software, and 911 network systems. Supporting customers, NOC staff, and engineering teams with escalations, upgrades, and on-site service.
Responsibilities
- Provide advanced troubleshooting for complex technical support issues involving equipment and software
- Escalate tickets and collaborate with System Engineering, R&D, Product Line Management, and other groups
- Communicate resolutions to internal departments and external customers
- Resolve escalated tickets and act as a resource for NOC personnel
- Develop and administer incident-resolution processes
- Host customer calls as moderator and Subject Matter Expert, and communicate minutes and action plans
- Review system configurations to identify issues and escalate them to the appropriate department
- Troubleshoot complex hardware, software, and configuration issues
- Provide expertise on VoIP, SIP, network, and IP-based 911 call delivery
- Assist with and troubleshoot system and third-party software upgrades
- Travel to customer sites for troubleshooting and customer meetings
- Work weekends, evenings, holidays, and non-standard hours as site issues arise
- Perform other duties as assigned
Requirements
- Strong knowledge and experience of IP networking
- VoIP and telephony experience is an asset
- Knowledge of standard equipment used in central offices and remote sites is an asset
- Experience with domains, Active Directory, DHCP, and DNS is required
- Familiarity with networks, switches, routers, ASA, SNMP, Syslog research, and troubleshooting
- Experience with structured cabling, cable termination, and circuit testing, including POTS, T1, PR1, and CAMA, is highly desired
- Hands-on experience with LANs, WANs, and Cisco switches
- Knowledge of Wireshark, traces, and remote access
- Working knowledge of Microsoft Excel, Word, and PowerPoint
- Excellent customer service, communication, listening, and human relations skills
- Attention to detail, organizational and time management skills
- Problem-solving skills, self-motivation, and good judgment
- High professionalism and integrity, with proven ability to work unsupervised
- Must undergo a security background check
- Fluent spoken and written English
- Spoken and written French is an asset
- 5+ years of Network Operations Center and customer service experience
- Electronic Technician or Technologist/Telecommunication Technician Diploma
- Must comply with Comtech’s Drug-Free Workplace Program
- Must successfully complete pre-employment drug screening
Benefits
- Base pay of $35.89–$46.56 CAD per hour
- Equal Opportunity Employer
- Comtech Drug-Free Workplace Program
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