Provide ongoing technical support via phone and email
Our client, located in Kamloops, BC is seeking an experienced support representative to join their dynamic team. Successful candidate will be responsible for supporting their customers which would include assisting customers over the phone and via email, responding to support tickets and maintaining Asterisk and FreePBX systems.
Duties and Responsibilities will include:
-Troubleshoot problems relating to telecommunications, networking and virtualization
-Manage and configure Linux systems using CLI
-Manage and troubleshoot VOIP Systems
-Answer initial inbound support calls, gaining as much detail from the customer as possible and documenting customer issues and requests
-Monitor the inbound ticket Queue, set difficulty rating and ticket type, and assign to appropriate groups
-Provide excellent customer service utilizing your honed interpersonal skills
-Evaluate and correct upstream and downstream provider issues
-Write documentation on common requests in the form of Help Centre articles
-Remain up-to-date on the latest Support Team procedures and follow them carefully
-Work with the team to meet Service Level Agreements and other customer service goals
-Follow defined support procedures, escalating as needed per defined criteria
-Track time on support tickets in our ticket tracking system.
This position is located in Kamloops, B.C. and is expected to pay in the range of $34,000- $40,000 depending on experience as a base. 40 hours per week with some schedule flexibility.