NEWT, the Business Services division of Fibernetics is growing, FAST. To keep up with our growing customer base we need to add to our support team.
Support – that is the key word that accounts for our ongoing success. We are a client-first company meaning, besides providing the latest telecom technology at an affordable price, we also provide an over-the-top support and training regime.
That’s why we have a nearly 100% customer retention rate. Our support. The Technical Support Representative will report to the Help Desk Manager and have the following responsibilities:
Responsibilities
Answer Technical Support & Sales Calls related to high speed internet and associated products such as VoIP
Troubleshooting customer internet connections
Ticketing unresolved issues
Follow up with customers and clients to ensure product satisfaction
Testing, packaging and ensuring products arrive to the customer
Must be able to investigate, troubleshoot, and resolve technical issues customers may experience
Perform other duties as required
Must be able to:
Multitask & manage time effectively
Thrive and succeed in a rapidly changing environment
Handle challenging customers in a professional manner
Work both in a team environment and independently as required
Essential Skills:
- Understanding of VoIP, DSL, Ethernet and TCP/IP;
- Experience with LAN/WAN networking technologies;
- Working knowledge of MS Windows OS (98,2000, XP, Vista)
- Demonstrated troubleshooting and diagnostic skills
- Outstanding comprehension and communication skills
- Previous support related experience dealing with customers
- A good sense of humor, positive attitude, patience, understanding, dedication and commitment
- Excellent analytical skills and ability to take initiative and prioritize
- Experience in Voice and Data communication industry with a service provider (ILEC, CLEC, Cableco);
- Understanding of T1, DOCSIS and wireless technologies;
- Experience with deploying and designing VoIP solutions;
- Familiar with Quality of Service (QOS) models and best practices;
- Working knowledge of networking protocols, Software and Operating systems including: SIP, IPSec, IP SLA, IP PBX, PBX, Unified Communications, CDP, LLDP, PPPoE, DHCP, DNS, Asterisk;
- College/University education (preferably in Computer Science or Engineering)
- CCNP, CCNA, CCNP
Soft Skills:
- Strong organizational, verbal, written and documentation skills;
- Highly self motivated;
- Attention to detail;
- Able to work independently and as team player;
- Able to identify and complete work on time without supervision.
- Bilingualism a major asset
If you are looking to join the dedicated NEWT support team, please forward your resume and cover letter to: careers@fibernetics.ca
