VoIP Support Technician

Location: Work from anywhere

Here’s what we do and why we do it

We work to simplify the cloud for IT professionals so they can focus on what really matters, making their customers’ lives better. Find out how we do that here: www.sherweb.com/about/.

Here's how you will contribute to the success of the company

We are looking for a VoIP support technician to provide enterprise level support to other businesses under the direction and guidance of immediate supervisor and/or other VoIP Engineers. This is a developmental role and the ideal candidate will have demonstrated a high aptitude and/or potential for a career within the technology industry and a desire to work with VoIP technologies.

• Handle inbound calls varying from phone setup to PBX programming and network analysis
• Provide customer-focused support using clear and descriptive methods
• Answer customer questions via phone or ticket on all supported applications and hardware
• Document resolutions for future reference both internally and externally
• Research and resolve customer focused technical issues in a timely manner
• Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally
• Follows all required protocol for the account
• Maintains a high level of professionalism throughout the contact
• Full-time position working an 8-hour shift between 8 AM and 5 PM local time, Monday through Friday with a rotating on call schedule. On call is one week every 10 weeks.

Here's what you need to have and master to get the job

• High School or GED required
• Tech Support experience in VoIP / Networking
• Must have an intermediate networking knowledge (data/voice) with good understanding of TCP/IP protocol
• Must have hands on knowledge of VOIP (SIP) technology
• Must have Computer/Technical skills - Tools for Customer Interaction / Case Management / Ticket Management, Microsoft Office products.
• IT Certifications: A , Network , MCP, CCNA or other VoIP certifications are desired
• Willingness/ability to work overtime to support customers, as needed. No mandatory overtime.
• Telephone communication, written and excellent time management skills

Benefits of working at Sherweb

Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day.

A fast-paced work environment that adapts to you

• Beautiful offices for meetups and collaborative work (Sherbrooke and downtown Montréal)
• State-of-the art technology and tools
• A results-oriented culture where talent, action, and thinking outside the box are given due recognition
• Generous and caring colleagues of various professional and cultural backgrounds
• Opportunity to recommend quality talent from your network through our generous referral program

A flexible total compensation offer

• Vacation time that considers your previous experience
• Advanced paid hours to recharge your batteries (holidays and mobile days)
• A corporate discount program to help you save at merchants in your community

Considerable growth opportunities

• Proximity to your direct manager and open, honest communication to support your development
• Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career

Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year

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