Technical Support Specialist

1 week ago

Edmonton, Canada MCSnet Full time

**Technical Support Specialist**

**MCSnet
- St. Paul, AB**

MCSnet has been providing high-speed internet to rural communities for 25 years. As Alberta’s homegrown internet service provider, our team understands the importance of investing in our local communities - because we live and work in them. We value our employees and their families because, to us, family and business are one and the same.

**Principle Duties & Responsibilities**

Include but are not limited to:

- Responding to Customer inquiries in a timely manner.
- Creating tickets for all calls taken.
- Diagnosing and troubleshooting technical issues.
- Escalating incoming tickets where appropriate.
- Maintaining knowledge on all products and services offered by MCSnet.
- Promoting and selling MCSnet’s products and services.
- Providing technical support to Installers.
- Providing suggestions for repairing technical issues that come forward.
- Ad hoc responsibilities include occasional and one-time responsibilities as needed, and identifying any work, issue, or task that does not appear to be under the care of any particular job description, and proactively seeking to resolve the work, issue, or task or flagging it to the appropriate coworker for their attention.
- Promoting a strong culture of team work as well as promoting MCSnet’s work culture and core values of Integrity, Respect, Teamwork, Communication, Courtesy, and Accountability.

**Knowledge & Skills Required**

Include but are not limited to:

- Grade 12 or equivalent.
- Post-secondary education in related fields would be considered an asset.
- Minimum of 1-3 years’ of technical or computer related experience.
- Knowledge of basic accounts receivable practices, processes, and procedures.
- Proficient knowledge of internet technology.
- Proficient computer skills, including Google Office Suite.
- Excellent phone etiquette.
- Excellent analytical skills, well-organized with a strong attention to detail and a high level of accuracy.
- Strong follow up skills, paying attention to the issue until satisfactory resolution is achieved.
- Good verbal and written communication and listening skills.
- Customer focused with demonstrated customer relations skills.
- Well-developed interpersonal skills; works collaboratively with co-workers.
- High level of self-motivation.
- Lifelong learner engaged in ongoing training or professional development.
- Knowledge of applicable safety standards, regulations, laws, and policies.

In addition to a competitive salary and comprehensive benefits package, MCSnet can offer an exciting and challenging work environment, as well as a company culture that values: Integrity, Respect, Courtesy, Communication, Teamwork, and Accountability.

**Job Types**: Full-time, Permanent

Additional pay:

- Overtime pay

**Benefits**:

- Company events
- Discounted or free food
- On-site parking
- RRSP match
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Edmonton, AB T6E 5A6: reliably commute or plan to relocate before starting work (required)

Application question(s):

- How would you rate your computer skills?
- Are you able to provide us with a clean criminal record check?
- Are you able to work evenings and weekends?

**Education**:

- Secondary School (preferred)

**Experience**:

- Tech Support: 1 year (preferred)
- Customer Service: 1 year (preferred)
- Google Suite: 1 year (preferred)
- Accounts receivable: 1 year (preferred)
- Call center: 1 year (preferred)

Work Location: In person

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