Customer Support Coordinator

At Solacom (a subsidiary of Comtech Telecommunications Corp.), public safety communications management is not a sideline, it’s our single focus. Our user-centric, multimedia 9-1-1 call handling and management solutions are built on more than 30 years of research and innovation in the application of advanced hardware and software technologies for public safety. Today, our 9-1-1 solutions support thousands of agencies affecting millions of lives annually. From dense urban environments to state, provincial, and national deployments, our solutions are trusted to streamline 9-1-1 call handling and management processes and enable more efficient collection of critical information in emergency situations.

We thrive on pushing the technology envelope to create leading-edge solutions for customers around the world. It’s demanding and challenging, but it is also very rewarding – and we think it helps make Solacom a workplace of choice in the Ottawa-Gatineau high-technology sector.

Solacom workplace:
Solacom is successful because our employees go the extra mile to build highly reliable emergency call management solutions — and because we take customer service to heart.

We also thrive on pushing the technology envelope to create leading-edge solutions for customers around the world. It is demanding and challenging, but it is also very rewarding — and we think it helps make Comtech Solacom a workplace of choice in the Ottawa-Gatineau high-technology sector.

Key Responsibilities:

  • Manage incoming calls, emails, and system alerts. Create ticket and assign to appropriate person/function based on issue severity and support level agreement (SLA)
  • Create maintenance renewal quotes

Duties / Deliverables:

Your duties and deliverables will include but are not limited to:

Review and update site information:

  • Contacts
  • Service level agreements
  • Third Party (Tier1) support contact
  • Assist with creating support quotes
  • Run MIS reports as required
  • Manage incoming ticket access requests
  • Escalate customer satisfaction issues
  • Assist with compiling reports

Assets and Requirements:

  • 1-3 years customer service experience
  • Post-secondary diploma or certificate in Electronics or IT an asset
  • Excellent customer service and communication skills, both written and verbal.
  • Bilingual
  • Security background check will be required.
  • Attention to detail.
  • Organizational and time management skills.
  • Experience with CRM and ERP system.
  • Knowledge file management, transcription, and other administrative procedures.
  • Strong Knowledge of MS Word, MS Excel, MS PowerPoint, and MS Teams.
  • Handling stressful situations. Making decisions in those situations.
  • Ability to work effectively both as part of a team and independently unsupervised.

If you believe you can contribute to the success of Solacom and have a strong track record of performance in the field of information technology, we invite you to submit your resume by mail or email as we offer a competitive salary and a wide range of benefits.
Comtech Solacom Technologies Inc.

80 Jean-Proulx
Gatineau, Québec
Canada J8Z 1W1
Email: viengdala.thirakoune@comtechtel.com

Comtech Solacom Technologies, Inc. is an equal opportunity employer. We wish to thank all applicants for their interest and time in applying for our open positions; however, only candidates selected for interviews will be contacted.