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Telephone IP Technicien

Internet Infinity

Customer Service

This is a Contract position in Laval, QC posted May 17, 2023.

GENERAL DESCRIPTION

The person will be responsible for responding to new requests received from our customers by email or telephone, as well as requests from other customer service representatives. They will be responsible to diagnose, seek, resolve or escalate the client’s difficulties and will be responsible for the prompt and responsive management of customer responses from our internal ticketing system (via email).

TASKS AND RESPONSIBILITIES

  • Be the first point of contact to assist our customers with their technical inquiries (customer and team).
  • Provide excellent customer service, be it technical with a speed in execution.
  • Diagnose, analyze and resolve customer difficulties by determining their needs and document all inquiries.
  • Performs independent internal search to solve problems and respond in a timely manners.
  • Autonomously support the follow-up with the clients.
  • Install, configure and setup systems for the client.
  • Perform troubleshooting of the system or hardware with the client remotely.
  • Facilitate the link between the customer support department and other departments.
  • Participate in team meetings to share ideas and solutions.
  • Create and gain knowledge to help the support team as well as customers to solves problems related to the use our software.
  • Installation of hardware test workbench to reproduce and diagnose problems reported by the client.

  • Knowledge in System Management (RedHat, CentOs, Debian) – Minimum 3 years
  • Knowledge in Management of Web Hosting (cPanel, Plesk, Apache) – Minimum 3 years
  • Knowledge in IP Telephony (SIP, RTP, analysis with PCAP / TCPDump) – Minimum 2 years
  • Knowledge in Virtualization (vMware, Hyper-V, ProxMox) – Minimum 3 years
  • Knowledge in Network Management (VPN, DHCP, QoS, Routing / NAT) – Minimum 5 years
  • Knowledge of Open SIP 2.0 devices (Cicso SPA5XX, Linksys, Yealink, Grandstream)
  • Knowledge of Open PBX platforms (Asterisk, Freeswitch, 3CX, FreePBX)
  • Knowledge of major routers on the market (Sonicwall, WatchGuard, Mikrotik)

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