Technical Support Technician

Company Biography

Tbaytel is a leading regional provider of telecommunications products and services. We are a dynamic, growth-oriented company committed to investing in the people and organizations that help build strong and healthy communities throughout the entire region we serve. Tbaytel offers comprehensive benefits, performance and recognition programs, educational training, work-life balance and career growth opportunities.

Position Summary

Under the general supervision of the Supervisor – Technical Support, the Technical Support Technician delivers technical and non-technical solutions to our residential and business customers with troubles concerning Tbaytel’s suites of products. The main function is to provide support to external and internal customers through various communication channels.

Major Responsibilities

• Answers incoming calls from residential and business customers concerning troubles on particular product offerings.
• Receives customer issue troubles and logs customer incidents into a trouble ticket system; resolves or provides options concerning customer troubles, or escalates to appropriate personnel as required.
• Provides world class customer service and ensure retention by listening, understanding and responding to customer questions and/or concerns by building relationships with all customer inquiries.
• Maintains up-to-date knowledge on all customer affecting policies and procedures. Researches internet sources for new products and technology relevant to resolving customer troubles.
• Monitors status of Tbaytel equipment and/or services as required, and notifies appropriate personnel of any issues related to Tbaytel equipment and services.
• Assists teammates as needed to provide quality customer service concerning all product offerings.
• Learns and embraces on-going business development for future professional development.
• Possesses, acquires, and maintains the technical and professional expertise required to do the job effectively and to create effective customer solutions. Demonstrates technical and professional expertise through problem solving, applying technical knowledge, and product and service management.
• Maintains an up-to-date knowledge of and complies with all legislation and Tbaytel policies relevant to the position and the duties performed.
• Performs other related duties as assigned.

Minimum Qualifications

• Completed post-secondary education in network administration together with a minimum of 2 years of industry experience
• A working knowledge of various internet connection types such as; xDSL, fibre optics and cable
• Strong problem solving and trouble-shooting skills.
• Able to communicate with the public in a professional, respectful, and tactful manner; capable of effectively relaying technical information to technical and non-technical audiences
• Able to work independently with minimal supervision.

Preferred Qualifications

• A Completed Degree or Diploma with an emphasis in computer network/hardware configuration
• Experience configuring and managing various internet connection types.

Conditions of Employment

• Must successfully undergo a satisfactory Criminal Records Check.
• Must be willing and able to work in a 24 hour, 365-days/year work environment.

Closing Statement

Tbaytel strives to provide a safe environment for its customers, employees and assets. To support this goal, Tbaytel requires that all individuals acting in their capacity as employees, students, and contractors for Tbaytel undergo a Criminal Records Check (CRC).

Tbaytel will review the CRC to determine if the offence(s) are relative to the bona fide job requirements.

Criminal Records Checks will be conducted in a discreet and confidential manner, in the interest of Tbaytel and for public safety of the community served by Tbaytel.

What is a Criminal Records Check?

A Criminal Records Check is a CRC which searches the National repository for criminal records in Canada via the Canadian Police Information Centre (CPIC). It also identifies pending criminal code charges and outstanding warrants.

For more information on obtaining a record suspension please visit the Parole Board of Canada

Employment Equity

Tbaytel is an equal opportunity employer, who encourages applications from Aboriginal peoples, persons with disabilities, members of visible minority groups and women. Reasonable accommodations are available upon request for all parts of the recruitment process. Applicants need to make their needs known by contacting Tbaytel Human Resources in advance.