Tier 1 Technical Support Representative

2 weeks ago

North York, Canada EGATE Networks Full time

**Tier 1 Technical Support Representative**

**About us**:
EGATE Networks is a leading provider of managed network services, VoIP solutions and digital signage. Whether we’re an extension of a client’s existing IT team, or managing their outsourced IT structure, we’re customer obsessed and aim to provide best in class services. Our team is small but our impact is mighty

**About the position**:
We’re growing and are looking to add a Tier 1 Technical Support Representative to our team

The Tier 1 Technical Support Representative will report to the Manager, Customer Care and is responsible for efficiently solving customer’s technical issues. They should be familiar with the different technologies EGATE offers, as well as general and customer policies to ensure that accurate information is provided to clients. If you’re passionate about delivering best in class technical support and have a strong customer service orientation, we would love to hear from you

**Why EGATE**:

- We’re big believers in continuous learning and support our employees’ professional development
- Competitive compensation, including paid vacation and sick days, Health Spending Account
- Small, friendly office environment with free beverages
- Accessible by transit, with free parking onsite
- Company social events, including birthday celebrations and team outings

**Responsibilities**:

- Forward issues requiring further assistance to Tier 2 or engineering, and follow up on a timely basis to ensure problem resolution and client satisfaction
- Liaise with EGATE vendors regarding services, as well as other carriers, opening tickets with carriers as required
- Participate regularly in training on products and services, as well as general and corporate initiatives to maintain a strong knowledge of EGATE’s offerings
- Ensure accurate documentation within customer database
- The working hours for this position are 12 PM - 8 PM EST
- After hours support to ensure coverage for our national customers

**Requirements**:

- Bachelor's degree in Computer Science or Engineering preferred, equivalent experience considered
- Minimum 2 years of professional experience in a technical support role
- Confident, friendly and assertive disposition
- Comfortable using knowledge and judgment to problem solve independently
- Enjoys working in a fast-paced environment
- Self-motivated and continuous learner
- Positive attitude, reliable and trust-worthy

**Nice to have**:

- CCNA designation
- Understanding of PPPoE
- VoIP certification
- Working knowledge of French

Work Location (Office or Hybrid): Office

**Salary**: $45,000.00-$55,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- North York, ON M3A 2P8: reliably commute or plan to relocate before starting work (preferred)

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