Customer Service Technician – Overnight

Job Category: Customer Service Technician – Overnight
Department: Technical Services
Location: Gatineau
Travel Required: Occasional – upon request (Canada, US, other)
Position Type: Permanent / Full Time
Manager: Patrick Aubin

Job Purpose: Provide excellent customer service and quality responses to Solacom customers.

Key Responsibilities:

  • Support VAR’s (Value added reseller) technical service team on Solacom VoIP solutions (Switch, router, firewall, gateway, PBX,VoIP, MAP, database, State wide network …)
  • Respond and troubleshoot alerts received from system and escalate as required to ensure integrity of the customer’s system.

Duties / Deliverables:

  • As part of the Network Operations Center (NOC) team, perform Technical support on 24/7 basis shift rotation to Solacom customers (Rotating schedule assignment within the support team).
  • Responsibility allocation:  30% phone, 70% management of incident queue unless otherwise specified.
  • Open trouble tickets and on regular basis, update tickets to reflect actions taken, resolution achieved or further action required.
  • Dispatch remote on-site technician when required.
  • Occasionally provide on-site support to Ville de Gatineau.
  • Create Knowledge Base articles.
  • Work with customers (mostly VAR technicians based in the US) to understand, troubleshoot and ensure problem resolution.
  • Follow-up with customer to ensure customer satisfaction with resolution.
  • Assessing existing systems and provide recommendations for improvement.
  • Generate reports and update system documentation for customer installations.
  • When required, serve as liaison between customers and Solacom’s Research and Development staff by communicating problems and trends in order to assist in correcting errors.

  • 3 Years’ + Network Operating Center or Customer Service experience.
  • Good communication and written skills in English.
  • Conversational French communication is an asset.
  • Willingness to work on rotating shift (day, evening, night, weekend).
  • Electronic Technician or Technologist Diploma/Telecommunication Technician or equivalent experience.
  • Strong knowledge and experience of IP Networking.
  • VoIP and Telephony experience is an asset.
  • Knowledge of standard equipment use in Central Office and remote sites is an asset
  • Good problem solving skills.
  • Good computer skills (Windows and Linux).
  • Working knowledge of supported browsers (IE, Firefox, Safari, Chrome).
  • Working knowledge of Microsoft Excel, Word, Powerpoint.
  • Self-motivated and good judgment.
  • Customer service, communication, listening and human relations skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member.
  • Attention to detail, organizational and time management skills are essential in order to accurately enter data, maintain records, focus on multiple priorities and handle high alerts volumes in a fast paced environment.
  • Proven ability to work unsupervised.
  • High level of professionalism and integrity.
  • May need to undergo a security background check.