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Bilingual Technical Support Analyst

Posted 2024-10-21

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💎 Seniority level: Junior, minimum of two years

📍 Location: Canada

🔍 Industry: Telecommunications

🏢 Company: iTel Networks Inc.

🗣️ Languages: English, French

⏳ Experience: Minimum of two years

🪄 Skills: LeadershipData AnalysisData analysisCommunication SkillsAnalytical SkillsCollaborationMicrosoft ExcelCustomer serviceOrganizational skills

Requirements:
  • Post-secondary degree in computer science, physical science, engineering, or a related field.
  • A minimum of two years of recent, related experience or an equivalent combination of education and skills.
  • Fluency in English and French is required.
  • Familiarity with basic networking concepts (LAN, DHCP, TCP/IP) and basic voice concepts (SIP, PBX).
  • Strong analytical and critical thinking skills, with the ability to manage priorities and work in a remote setting.
Responsibilities:
  • Respond to inbound support calls, document issues, and provide resolutions while ensuring exceptional customer service.
  • Monitor ticket queues and prioritize based on service types and SLAs.
  • Manage and troubleshoot VOIP and Linux systems.
  • Work with carriers to resolve upstream service issues.
  • Maintain internal documentation and stay updated on support procedures.
  • Collaborate with team to meet SLAs and train team members as needed.
  • Build and maintain relationships with partners and customers.
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