The posting
About this Opportunity: If you thrive on solving complex problems and delivering a great customer experience, make a real impact as a Technical Specialist. You’ll troubleshoot and resolve escalated issues across internet, mobility, and advanced systems, while supporting customers through phone, callback, email, and chat channels. You’ll work in a fast-paced environment where accuracy, urgency, and clear communication matter, and where your ability to diagnose root causes and guide customers through solutions will be valued every day. This role also offers strong exposure to a wide range of technologies and cross-functional work. You’ll collaborate with internal teams, outside technicians, and last mile providers to drive resolution, monitor network and abuse-related alerts, support high-priority requests, and contribute to continuous service improvement. It’s a great opportunity for someone who wants to deepen their technical expertise, build confidence in complex troubleshooting, and grow in an environment that values learning, ownership, and customer care. Position Details:
Woodstock, ON Permanent, Full-Time On-site Hybrid Required 3 days in office each week (Tuesday, Wednesday, Thursday) Hours of Work
Operates 24 hours a day, 7 days a week, 365 days a year $2 per hour premium applies to hours worked between 11:00pm – 7:00am
Shifts will be scheduled in advance on a rotation that includes days, afternoons, evenings, weekends and overnights in alignment with business requirements
Responsibilities:
Determine, document and resolve escalated technical issues (mobility, internet, advanced systems) accurately and efficiently communicating through the inbound, callback, e-mail and chat queues Meet Key Performance Indicators (KPIs) and department targets Deliver awesome customer experiences, including but not limited to providing guidance, education and training in specific to the identified difficulties Create tasks and tickets to collect, organize and maintain data logs to document the issue for use by other Technical Specialists and other departments focusing on resolution time adherence, database management, and escalations using Aurora Coordinate with other departments to ensure ticket repairs or escalations are handled within agreed upon service levels Complete daily updates of open tickets; review repeat tickets/escalations for root causes and present findings to Supervisor Identity Referral opportunities for Business customers Monitor and action tickets for issue patterns, to submit Master Tickets with Last Mile Providers (LMPs) and within Execulink, reviewing agent submissions for completeness/completions and provide developmental feedback to Supervisor Support Outside Technicians during a customer installation or repair; co-ordinate and perform hardware changes for the Outside Technicians Consult internal and external user guides and manuals such as Wiki, Call Guides, dashboards to research and implement solutions to aid in the resolution of customer concerns Create support documentation including SOPs and Wiki articles for use by internal teams Respond to queries or escalations from LMPs related to open repairs and work with internal departments to resolve Act as a shadow to upskill members of other departments Respond to questions from Front line agents, Sales teams and other departments within 2 minutes, while balancing other duties Monitor and action abuse tank/e-mails for webmail spam/outbound spam/toll fraud alerts, high usage reports/spam examples Maintain Monitoring email accounts/tanks Provide backup to Sales Support by porting numbers after regular business hours Answering the ‘BAT’ Phone/assisting with time sensitive calls / Requests (Police/Emergency) and Office alarms, Top Tier extension overflow and direct callers to appropriate department/staff Monitor network and action alerts for Nagios/Zabbix, automated alerts, planned maintenance, client alerts etc. Notify and arrange appropriate customer contact During system or network failures follow the established protocol to communicate with internal and external business partners utilizing multiple vehicles Tracking/logging all events throughout each shift and submitting a completed shift report at the end of each shift Participate in meetings when required for support projects All other duties as assigned
HR Responsibilities:
None
Qualifications:
1-2 years experience in a technical support role, call centre/customer service environment preferred Communicates clearly and effectively, verbally and in writing, with confidence using superior customer service skills to manage customer expectations and ensure an awesome customer experience Proficiency with Microsoft Windows and Microsoft Office Sound decision making abilities in an ever changing environment with shifting priorities Must be detail-oriented, with effective analytical and problem solving skills Ability to effectively manage change and stay current with technology trends Maintain technical knowledge of all company products and services
Required Skills & Abilities:
Experience supporting Internet, networking, Wi-Fi, and telecommunications services Ability to diagnose complex technical issues and identify root causes Experience with technical support tools, monitoring systems, and troubleshooting platforms is an asset Experience or knowledge of mobile/mobility technologies, including cellular services, LTE/5G, mobile devices, and mobility troubleshooting, is considered a strong asset Willingness and ability to learn new technologies and services as the business evolves. 1+ years of experience in a technical support role, call center/customer service environment preferred Previous experience in a Technical Support, Network Operations, Help Desk, or similar technical environment is preferred
What We Offer:
Internal growth and learning opportunities Challenging and rewarding place to work Comprehensive health and benefits Competitive starting rates Employee discount plan on Execulink services Tuition Reimbursement RRSP matching program
