Service Desk Agent - Technical Support

Full-Time Position

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← Back Career Opportunities / Service Desk Agent - Technical Support

Keith

Technical Support

What's it like to work at Start.ca?

“When I began working at Start.ca just over 6 years ago, it was a family atmosphere where putting the customer first was the most important thing. As we've grown, that feeling has remained.”

Keith

Cable Technician

Location: London, ON


Start.ca is looking to add full-time Technical Support Service Desk Agents to our already fabulous team. If you are up for the challenge and rewards of being awesome on a daily basis, Start.ca could be the place for you :)

As a Service Desk Agent you are the heartbeat of this company. You will be managing support related requests for residential and business internet services. Our Service Desk Agents ensure that our customer’s experience begins and ends with a smile.

What you’ll be doing:
Providing technical support and have a working to strong knowledge and understanding of the following:
o Modems, routers, filters, etc.
o Cabling (cat).
o TCP/IP.
o PING and tracert.
o Configure DSL and cable modems.
o DNS.
o DHCP
o VOIP
o IPTV
Actively managing, monitoring and following-up on technical inquiries and support related issues.
Accurately documenting and initiating hardware and escalate service request and issues.
Answering inbound calls from customers and clarifying concerns/complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.
Initiating outbound phone calls and/or emails as part of the follow up process.
Ensuring all required and relevant information discussed with a customer is logged in a CMS ticket for future reference (CMS is used as the tool for logging all support, service and sales related tasks and activities).
Ensuring accuracy and completeness when logging information into a CMS ticket.
Monitoring and managing the support CMS ticket queues.
Consistently ensuring customer confidentiality.
May be required to manage overflow sales requests and answer questions related to the majority of the residential and business services Start provides, including:
o Package pricing, service qualifications, highlights and limitations.
o Sign-up and installation process.
o Invoicing and billing process.
o Supported hardware model pricing and availability

    The successful candidate will:
    Degree/Diploma in Computer Science, Information Technology, a related program of study, or equivalent experience.
    Have a working to strong knowledge and understanding of the following:
    o Operating systems (Windows, iOS, Android) and internet infrastructure.
    o Router configuration and troubleshooting.
    o Peripheral devices (printers, Google home, android boxes, etc.).
    Be able to specifically describe and understand the difference between Dial-Up, DSL, Fibre, Cable, IPTV; Cable TV, VOIP; traditional land line.
    Have experience using common web browsers and office productivity applications.
    Previous experience in a technical support role is considered an asset.
    Be a strong communicator with exceptional customer service skills who can effectively connect, both verbally and in writing, with customers in a calm and friendly manner.
    Be passionate about delivering the absolute best customer experience.
    Be comfortable continually developing your knowledge of home internet technologies and computer based troubleshooting. 
    Be available for evenings, nights, weekends and statutory holiday coverage.

      Who is Start.ca?
      We are a telecommunications company located in London, ON and we provide internet and phone solutions.
      We are devoted to delivering a world class customer experience with each and every customer interaction.
      At Start.ca, we live by our core values: Friendly, Smart, Honest, Reliable, Forward and Involved.
      We have a dynamic, reputable, and FUN company culture - it’s what brings our employees here and keeps them here.
      As we grow, we want our employees to grow with us through our career advancement opportunities and continuous professional development.

      Diversity is important to us, and we believe our differences make us a better company. Our differences help us to be innovative, with new attitudes, new processes, and new solutions to difficult problems. We respect our differences and this respect is shared throughout our culture.

      Interested in this position?

      Are you a high energy, motivated team player?
      Start.ca could be the place for you!

      Apply Now

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