Customer Service Representative Représentant(e) Service à la clientèle

Title Customer Service Representative
Salary based on experience
Location Laval, Quebec


Internet Infinity is a web development firm operating in the Voice Over IP (VoIP) field and Web Hosting since 2005. Our VoiceMeUp project offers its services to businesses in the Canada, US and other parts of the world. We are currently looking for a support technical support representative within the customer service team to serve and assist our customers with their requests.


They will be responsible for front-line queries of our customers. Understand and identify customers’ issues in details, which are then delegated to technical team. Responsible for recording, managing and replying to customers via internal ticketing system.


  • Be the first point of contact to assist our customers with their inquiries.
  • Provide excellent customer service, be it technical with a speed in execution.
  • Diagnose, analyze and resolve customer difficulties by determining their needs and establishing a good relationship with users.
  • Use various techniques for troubleshooting and problem solving.
  • Conduct research internally to solve problems and answer questions received by phone and email (ticket system) and contact the customer quickly.
  • Autonomously support the follow-up with the clients.
  • Facilitate the link between the customer support department and other departments.
  • Participate in team meetings to share ideas and solutions.
  • Manage portability of the local numbers (LNP) for our clients with our suppliers.
  • Provide support to customers or partners throughout the portability process.


  • Fluent in both English and French, written and spoken.
  • Desire to be part of a team (essential).
  • Demonstrates leadership ability.
  • Excellent interpersonal communication skills.
  • Demonstrates ability to diagnose and solve problems.


  • Knowledge of Voice over IP.
  • Knowledge of HTML (an asset).
  • Knowledge of the following systems: Cicso, Linksys, Yealink, Grandstream, Mikrotik (an asset).
  • Knowledge of the following platforms: PBX, Asterisk, Freeswitch, 3CX (an asset).
  • Management of local number portability (LNP) for the clients.


  • College diploma in computer technology or relivant experience.
  • 2-3 years experience in customer support.

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