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Technical Support Specialist

3 months ago

Montreal, Quebec, Canada Telcobridges Inc. Full time

Position Overview

Reporting to the Director of Customer Service, the Technical Support Specialist delivers expert technical assistance to clients globally regarding the utilization of TelcoBridges' offerings.

Company Overview

TelcoBridges Inc. is a leading designer, developer, and manufacturer of high-performance telecommunications hardware and software. Based in Boucherville (Montreal), QC, CANADA, TelcoBridges engages in research and development, as well as assembly and testing of its products. The solutions provided address the requirements for Session Border Controllers (SBC), VoIP gateways, telecom solution development platforms, and real-time network monitoring, with a focus on high availability.

With installations in over 100 countries, TelcoBridges is committed to maintaining the highest standards of Stability, Reliability, and Integrity.

Key Responsibilities

As a Technical Support Specialist, your responsibilities will include:

  • Collaborating with clients to diagnose issues and recommend solutions
  • Identifying, diagnosing, and resolving technical challenges
  • Documenting technical problems encountered and sharing insights with the R&D team
  • Creating technical documentation for customer self-learning
  • Acting as a field engineer to conduct interoperability tests, system deployments, or problem resolutions at client sites
  • Delivering technical training sessions to clients
  • Providing technical sales assistance
  • Developing Ruby scripts for routing applications

Work Environment

The typical work schedule for this role is 40 hours per week, with participation in 24/7 shifts for emergency calls. TelcoBridges' support office operates from 8:30 AM to 5:30 PM, Monday through Friday. Support is provided from various global regions, including the Montreal support office. Coverage outside of standard office hours and on public holidays is managed through a rotation system with compensation.

This is primarily a desk-based role, requiring significant time spent on the phone, emailing clients and colleagues, and providing online training, along with some onsite training and installation.

Qualifications

  • Bachelor's degree in Electrical/Electronic/Computer Engineering or a related field
  • 1-3 years of experience in Electronics, Electrical, or Telecommunications is preferred

Essential Skills

  • Familiarity with Telecom, SBC, and VoIP technologies
  • Proficient in Linux and networking
  • Strong problem-solving abilities
  • Excellent interpersonal skills
  • Self-motivated, organized, and capable of working independently
  • Effective written and verbal communication skills in English
  • Willingness to travel to client locations 4-8 weeks annually

Why Join Us?

  • Promotes work-life balance with flexible scheduling and telecommuting options
  • Employee-focused environment with relaxation areas, well-equipped dining facilities, and social activities
  • Dynamic and motivating team, utilizing Scrum/Agile methodologies
  • Engaging work with cutting-edge technologies
  • Employer contributions to retirement savings plans
  • Deferred profit-sharing plans (DPSPs)
  • Financial incentives for public transit and eco-friendly vehicle users
  • Convenient access via car, bike, or public transportation

Interested candidates are encouraged to submit their CV for consideration. If selected, further communication will be made regarding the interview process.