Bilingual Technical Support Representative

7 months ago

Quebec Province, Canada Comwave Group Full time

**Bilingual Technical Support Representative**

**Who Are We?**

Comwave is Canada's largest privately-owned telecommunications service provider specializing in Voice over IP (VoIP), Data, and IPTV Services, serving more than 1, 600 cities across Canada and the US, in both Retail and Wholesale markets. Comwave is a dynamic, entrepreneurial organization, leading the market in its service-oriented approach to its customers and expanding its teams with like-minded individuals.

**How do we value our employees?**
- Competitive benefit package
- Attractive employee discount
- Full Kitchen with free coffee & espresso
- Fully equipped on-site gym with showers on-site
- Creative social committee hosting regular company events
- Free parking for all employees

**Who are we seeking to join our team?**

We are currently seeking a **“Bilingual Technical Support Representative”** to join our team at the North York head office**.**

**You will contribute to the team by performing the following**:

- Ensuring you are logged in and available to take inbound call via our Call Center Queues.
- Provide an exceptional level of VoIP (SIP-Trunking, Digital Business Line and hPBX) Networking technical support (Modem, Routers, and Switches) to Comwave Business clients and Channel Partners by actively listening, documenting, and striving for a high level of first call resolution
- Escalate potential product or system issues to Management, as well as customer inquiries to preserve problem resolution in a timely manner
- Provide assistance with all general duties required for the smooth operations of the Comwave Business Technical Services Department
- Visit customer locations for the purpose of deployment, troubleshooting or service migration where you will be representing Comwave to its customers and professional appearance and attitude are essential
- Be part of an on-call rotation which is currently once every five weeks.
- Continuously update documentation on department WiKi
- Continue to upgrade skill set on your own time. Achieve certifications

Additional responsibilities may be added as needed

**What do you bring to the team?**
- Fluent in French verbal and written communication
- 3- 5 years of experience working in Call Center and VoIP Support Roles
- Proven experience with SIP and VoIP as well as good understanding of LAN mandatory
- Preferred Education: College Diploma or Certificate in Internet Technology or Networking
- Working knowledge of SIP and hPBX platforms
- Sound knowledge of routing, TCP/IP, ADSL, SIP, and DNS
- Excellent interpersonal skills with a strong customer service orientation
- Rotating shifts up to 6:00 pm may be required.

**Nice to Have**
- CCNA, A+, MSCE certification
- Fortinet NSE 1-4 certification
- Polycom certification
- Broadsoft experience

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Comwave will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

We thank all applicants for their interest, however, only applicants selected for an interview will be contacted.

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