Technical Support Agent

1 week ago

Remote, Canada Cloudli Communications Full time

**Bilingual French/English - bilingue français/anglais**

**Who we are looking for**:
Cloudli’s team is currently looking for a Technical Support Agent.
- Do you take pride in listening to customers and resolving their challenges, whether it's technical, training or operational in nature?
- Are you the kind of person who has excellent troubleshooting and problem-solving skills?
- Do you stay calm when everything around you seem like it is coming apart?
- Can you work as part of a close-knit team?
- Do you have customer support experience?
- Do you speak French and English?

**Your responsibilities include**:

- Serve as initial escalation point for technical support issues (Tier 1)
- Troubleshoot and report VoIP performance issues (Tier 1)
- Responsible for resolving customer requests/issues in a timely manner
- Able to work under pressure in a fast-paced environment and take counsel from other team members
- Responsible for maintaining familiarity with products and services

**What we're looking for**:

- Excellent troubleshooting and problem-solving skills
- Strong organizational skills
- Excellent customer service skills
- Strong verbal and written communication skills
- Ability to troubleshoot network, and network devices (switches/routers) and end points (hard or soft phones) to isolate the issue
- Experience using networking and debugging tools like WireShark, VoIP Monitor, etc
- Experience isolating and fixing VoIP system faults/mis-configurations and/or determining interoperability
- Experience with SIP, TCP/IP, DNS, DHCP, routers and IP routing, and switches
- Familiarity with VoIP devices, i.e. Polycom, Yealink, and “soft phones”
- Bilingual English/French is a plus.

**What we offer**:
Cloudli offers its team members a great opportunity to stay on the leading edge of the new technological innovations in their field of work and play an important role in exciting projects shaping the future of the telecommunications industry. You’ll find Cloudli’s culture to be exciting, challenging and rewarding.

Cloudli provides:

- Competitive salaries
- Bonuses
- Flexible hours
- “Work Best” policy
- Flexible vacation policy
- Comprehensive group insurance package
- Extended health care
- Dental care
- Long Term Disability
- Life insurance

**Who we are**:
Cloudli Communications Corp., located in the heart of downtown Montreal, delivers feature-rich communications solutions to businesses of all types and sizes, with a track record that spans decades. Today, our solutions include work-from-anywhere unified communications apps for SMBs, start-ups and entrepreneurs; VoIP connectivity solutions optimized for businesses of any size; and digital fax solutions that leverage new technologies without disrupting trusted and established workflows. Serving over 7,000 customers in the United States and Canada, Cloudli helps businesses across North America better communicate with their customers - how, where and when they want - without compromising security, reliability and efficiency. Find us on the web, LinkedIn, Facebook and Twitter

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