Technical Support Associate

Location: Toronto, Ontario, Canada
Date Posted: 01-08-2019
About Digitcom: 

For over 27 years, Digitcom has been providing voice and data solutions across Canada, with a focus on business phone systems. As a company our mandate is to always be REDI: Reliable, Expert, Dedicated, and Innovative. Digitcom’s true strength is our ability to evolve, adapt, and find new areas of growth potential; we stand on the cutting edge of technological development and we are looking for people whose passion and innovation will keep us at the top of our game!

To assist in our growth we foster a culture of openness, where we constantly seek feedback and ideas from our staff on how and where to improve. We provide the training, education and certification for our employees to be successful and we encourage employees to take risks and push their personal boundaries for success. Our employee satisfaction is integral to our core message: Deliver the Customer Smile!

Here are just a few of the perks Digitcom employees enjoy:
  • Competitive compensation                
  • Business casual workplace
  • Comprehensive benefit plan, including life insurance, medical and dental
  • Internal career growth potential
  • On-going training and development
  • Reward programs
 
About the role: 
 
The Technical Support Associate reports directly to the Director of Technical Services. The support representative will be responsible to deliver remote technical support to clients with varying level of technical knowledge. Also, you will have the opportunity to work directly with an experience team of system professionals on a variety of projects while engaging in training opportunities in conjunction with our key partners.

Responsibilities:
  • Responding to Tier 1, 2, and 3 support tickets from clients and colleagues within agreed Service Level Agreements.  
  • Resolving support tickets via different remote tools in a fast and professional manner by gathering customer’s information, determining the issue, and evaluating and analyzing the symptoms.  
  • Escalating any unresolved support tickets to the technical support team lead
  • Follow department's customer service and escalations process.
  • Ensuring all support calls and activities are logged in the CRM system.
  • Setting yearly training and certification objectives for self development and meet them.
 
Experience Required:
  • Experience with VoIP, traditional voice, and products from manufacturers like Avaya, Cisco, Nortel, and NEC is a strong asset. In particular, the Avaya IP Office, NEC SV8100 & 9100, NEC SL1100 and 2100. Experience with Norstar, Hosted PBX, and SIP Trunking is an asset.
  • Over 3 years experience in a similar support role.
  • Completed education from a recognized College or University.
  • Professional and able to work efficiently and proactively to meet deadlines;
  • Must be capable of and equally comfortable working independently;
  • Ability to prioritize tickets based on severity and Importance.
  • Ability to manage your time effectively.
  • Able to promptly and courteously respond to customer request;
  • Self-motivate, detail-oriented and organized;
  • Certification such as CCNA, ACIS, and ACSS is an asset but not a prerequisite.
  • Excellent communication, both oral and written.
 
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All applicants must be legally eligible to work in Canada.  We require applicants to undergo a background verification process prior to commencing employment with the company.  Employment is contingent on the satisfactory completion of a pre-employment background check.

Digitcom is an equal opportunity employer, which welcomes and encourages applications from people with disabilities. Accommodations are available on request for you while taking part in all aspects of the selection process.
 
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