oxio Technical Support Specialist

1 week ago

Burlington, Ontario, Canada Cogeco Full time

Job Summary


The Telecommunication industry in Canada is experiencing a significant transformation, and oxio is seeking a skilled Technical Support Specialist to join its team. As a key player in the fast-growing ISP market, oxio requires dedicated professionals who can provide top-notch technical support to its customers. The ideal candidate will be passionate about delivering exceptional customer experiences, possess excellent problem-solving skills, and have a strong understanding of wired and wireless networking standards and protocols.

Responsibilities

  • Provide direct customer support by analyzing and resolving technical issues related to oxio's products and services.
  • Work collaboratively with internal teams to identify and implement process improvements that enhance the overall customer experience.
  • Develop and maintain a thorough knowledge of oxio's products, services, and technical capabilities.
  • Stay up-to-date with industry trends, technological advancements, and regulatory requirements.
  • Participate in workshops and training sessions to enhance technical skills and stay current with oxio's products and services.
  • Contribute to the development of knowledge bases, guides, and other resources to support customer support efforts.
  • Collaborate with cross-functional teams to resolve complex technical issues and improve overall customer satisfaction.
  • Develop and maintain a strong understanding of oxio's customer service standards and policies.
  • Engage with customers to understand their needs and provide personalized support to meet their expectations.


Requirements

  • Post-secondary degree in Engineering, Networking, or Computer Science, or an equivalent combination of education and related work experience.
  • 2+ years of experience in a technical support role, preferably in the Telecommunication industry.
  • Strong understanding of wired and wireless networking standards and protocols.
  • Excellent problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
  • Excellent communication and interpersonal skills, with the ability to work effectively with internal teams and customers.
  • Fluency in English and French is mandatory.
  • Ability to work in a fast-paced environment, with a strong emphasis on meeting customer service standards and deadlines.
  • Ability to adapt to new technologies, processes, and procedures.
  • Strong analytical and problem-solving skills, with the ability to think critically and develop effective solutions.
  • Ability to work independently and as part of a team, with a strong emphasis on collaboration and communication.
  • Ability to maintain confidentiality and handle sensitive customer information.
  • Ability to work in a shift-based environment, with flexibility to work evenings, weekends, and general holidays when scheduled.
  • Ability to work in a remote environment, with a strong emphasis on self-motivation and time management.

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