Technical Support Representative Représentant au Support Technique

Title Technical Support Representative
Salary based on experience
Location Laval, Quebec
Informations


COMPANY DESCRIPTION

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.

GENERAL DESCRIPTION

The person will be responsible for responding to new requests received from our customers by email or telephone as well as requests from other customer service representatives. They will be responsible to diagnose, seek, resolve or escalate the client’s difficulties and will be responsible for the prompt and responsive management of customer responses from our internal ticketing system (via email).

TASKS AND RESPONSIBILITIES

  • Be the first point of contact to assist our customers with their technical inquiries (customer and team).
  • Provide excellent customer service, be it technical with a speed in execution.
  • Diagnose, analyze and resolve customer difficulties by determining their needs and document all inquiries.
  • Performs independent internal search to solve problems and respond in a timely manners.
  • Autonomously support the follow-up with the clients.
  • Install, configure and setup systems for the client.
  • Perform troubleshooting of the system or hardware with the client remotely.
  • Facilitate the link between the customer support department and other departments.
  • Participate in team meetings to share ideas and solutions.
  • Create and gain knowledge to help the support team as well as customers to solves problems related to the use our software.
  • Installation of hardware test workbench to reproduce and diagnose problems reported by the client.

APTITUDES

  • Communicate and interact easily in our bilingual environment (French/English) (Essential).
  • Good ability to analyze and solve problems (Essential).
  • Great sense of observation and resourcefulness.
  • Desire to be part of a team.
  • Excellent communication skills.

COMPETENCIES

  • Knowledge in System Management (RedHat, CentOs, Debian) – Minimum 3 years
  • Knowledge in Management of Web Hosting (cPanel, Plesk, Apache) – Minimum 3 years
  • Knowledge in IP Telephony (SIP, RTP, analysis with PCAP / TCPDump) – Minimum 2 years
  • Knowledge in Virtualization (vMware, Hyper-V, ProxMox) – Minimum 3 years
  • Knowledge in Network Management (VPN, DHCP, QoS, Routing / NAT) – Minimum 5 years
  • Knowledge of Open SIP 2.0 devices (Cicso SPA5XX, Linksys, Yealink, Grandstream)
  • Knowledge of Open PBX platforms (Asterisk, Freeswitch, 3CX, FreePBX)
  • Knowledge of major routers on the market (Sonicwall, WatchGuard, Mikrotik)

QUALIFICATIONS

  • College diploma in computer technology or relevant experience.
  • Minimum 3 years of relevant experience in related field.

Apply Now!