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Tier 2 Technical Support Representative
2 weeks ago
**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 looking to add a Tier 2 Technical Support Representative to our team
**The Tier 2 Technical Support Representative will ** report to our Team Lead, Customer Care and are responsible for efficiently solving customer’s technical issues. They should be familiar with the different technologies EGATE offers, as well as our 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
**Responsibilities**:
- Support the Team Lead, Customer Care with providing guidance to the team
- Assist in managing work flow by assigning tickets and tasks to the team
- Liaise with engineering department and management to solve complicated issues, owning issues and seeing through to timely resolution and customer satisfaction
- Proactively checks in with customers and actively manages longer-term issues
- 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
- Participate in after hours rotational support to ensure coverage for our national customers
- This position requires occasional client site visits, approximately once per month
**Requirements**:
- Bachelor's degree in Computer Science or Engineering preferred, equivalent experience considered
- Minimum 3 - 5 years of professional experience in progressive technical support roles, preferably with a strong understanding of networking in order to know when issues need escalating
- Demonstrated experience working with networking, VoIP, Cisco and DSL
- Valid CCNA certification is required
- Previous experience mentoring and coaching new employees/junior team members is a definite asset
- Valid G license in good standing would be an asset
- Assertive yet friendly disposition with superior organizational skills
- Enjoys working in a fast-paced environment
- Self-motivated and continuous learner
- Positive attitude, reliable and trust-worthy
**Nice to have**:
- VoIP certification
- Working knowledge of French
**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
Work Location: Office (in-person)
Pay: $50,000.00-$60,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Dental care
- On-site parking
- Paid time off
- Vision care
Flexible language requirement:
- French not required
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Toronto, ON M3A 2P8: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have experience working with Cisco?
- Do you have experience working with DSL?
**Experience**:
- Technical support: 2 years (required)
**Language**:
- French (preferred)
Licence/Certification:
- Class G Licence (preferred)
- VoIP (preferred)
- CCNA (required)
Work Location: In person
