Customer Service Technician Support I

Title: Customer Support Technician Support I

Department: Call Handling Service

Revision Date: 12/17/2024

FLSA Status: Exempt

Location: Remote U.S. or Canada

Level: S1

Rate of pay: $55,000 - $65,000 CDN / $78,500 - $92, 800 USD Annually

Company Overview

**Responsibilities**:

- Support VAR’s (Value added reseller) technical service team on Solacom VoIP solutions (Switch, router, firewall, gateway, PBX,VoIP, MAP, database, State wide network)
- Respond and troubleshooting alerts received from the system and escalate as required to ensure integrity of the customer’s system.
- Responsibility allocation: 30% phone, 70% management of incident queue unless otherwise specified.
- Open trouble tickets and on a regular basis, update tickets to reflect actions taken, resolution achieved, or further action required.
- Dispatch remote on-site technician when required.

**Requirements**:

- As part of the Network Operations Center (NOC) team, perform technical support on 24/7 basis shift rotation to Solacom customers. (Day and evening shift - Night and weekend on call basis at least one week per month. Rotating schedule assignment within the support team)
- Occasionally provide on-site support to Ville de Gatineau.
- Create Knowledge Base articles.
- Work with customers (mostly VAR technicians based in the US) to understand, troubleshoot and ensure problem resolution.
- Follow-up with customer to ensure customer satisfaction with resolution.
- Assessing existing systems and providing recommendations for improvement.
- Generate reports and update system documentation for customer installations.
- When required, serve as liaison between customers and Solacom’s Research and Development staff by communicating problems and trends to assist in correcting errors.

Qualifications:

- 3 Years' + Network Operating Center or Customer Service experience.
- Good communication and written skills in English.
- Conversational French communication is an asset.
- Willingness to work on rotating shift (day, evening, night, weekend).

Strong knowledge and experience of IP Networking.
- VoIP and Telephony experience is an asset.
- Knowledge of standard equipment used in Central Office and remote sites is an asset
- Good problem-solving skills.
- Good computer skills (Windows and Linux).
- Working knowledge of supported browsers (IE, Firefox, Safari, Chrome).
- Working knowledge of Microsoft Excel, Word, Powerpoint.
- Self-motivated and good judgment.
- Customer service, communication, listening and human relations skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member.
- Attention to detail, organizational and time management skills are essential in order to accurately enter data, maintain records, focus on multiple priorities and handle high alerts volumes in a fast-paced environment.
- Proven ability to work unsupervised.
- High level of professionalism and integrity.
- Security background check will be required.

**Education**:

- Electronic Technician or Technologist Diploma/Telecommunication Technician or equivalent experience.

Comtech Telecommunications Corp. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Titre : Support technique de support client I

Département : Service de traitement des appels

Date de révision : 17/12/2024

Statut de la LSF : Exempté

Lieu : Régions éloignées des États-Unis ou du Canada

Niveau : S1

Taux de rémunération : 55 000 $ - 65 000 $ CAN / 78 500 $ - 92 800 $ US annuellement

Vue d'ensemble de l'entreprise

Responsabilités:

- Soutenir l'équipe de service technique de VAR (Revendeur à valeur ajoutée) sur les solutions VoIP de Solacom (Commutateur, routeur, pare-feu, passerelle, PBX, VoIP, MAP, base de données, réseau à l'échelle de l'État...)
- Répondre et dépanner les alertes reçues du système et les escalader au besoin pour assurer l'intégrité du système du client.
- Attribution des responsabilités : 30 % téléphone, 70 % gestion de la file d'attente des incidents, sauf indication contraire.
- Ouvrez les tickets de dérangement et mettez à jour régulièrement les tickets pour refléter les actions prises, la résolution obtenue ou d'autres actions requises.
- Dépêchez un technicien sur place à distance au besoin.

Exigences:

- En tant que membre de l'équipe network operations center (NOC), effectuez un support technique sur une base de rotation des quarts de travail 24/7 aux clients de Solacom. (Quart de jour et de soir - Nuit et fin de semaine sur appel au moins une semaine par mois. Rotation de l'affectation du calendrier au sein de l'équipe d'assistance)
- À l'occasion, fournir un soutien sur place à la Ville de Gatineau.
- Créer des articles de la Base de connaissances.
- Travaille