Technical Support Supervisor

Nexicom; Millbrook; On-site; CAD 34,000 - 44,000; Full time

Benefits offered by this job

Health and Dental benefits

Yearly performance reviews

Training & courses

Job summary

Nexicom Inc. is seeking a Technical Support Supervisor in Central Ontario. The role involves leading a fast-paced support team, coaching staff, and delivering high-quality customer service for Fibre, VoIP, DSL, Wireless, and residential gateways.

The position requires a college diploma in a related field, 5+ years in ISP or similar field, and strong knowledge of Windows, Office, and networking. On-site work with competitive wages and benefits.

Qualifications

• Two- or three-year college diploma in business or computer related field, or equivalent experience.
• Five+ years of experience in an ISP or related field.
• Ability to lead a Technical Support team and provide third-level support.

Responsibilities

• Provide leadership, coaching and development to the Technical Support team;
• Identify trends on the technical support team and generate alternative solutions;
• Analyze trouble tickets and queue statistics and report to management;
• Stay up-to-date on customer service trends and telecommunications tech;
• Develop and update installation manuals for Fibre, VoIP, DSL, Wireless and Gateways;
• Provide third-level technical support via phone, in person and online;
• Be prepared to answer front-line phone calls when needed;
• Address technical problems unresolved by team members

Skills

Leadership

Troubleshooting

Customer service

Team management

Education

Two- or three-year college diploma in business or computer related field

Tools

Windows OS

MS Office

Networking basics

Outlook/Email clients

Job description

Nexicom is a leading Communication service provider in Central Ontario.

We offer a professional, friendly work environment which encourages learning and growth with a positive attitude.

Nexicom is looking for a Technical Support Supervisor.

Position Overview

Nexicom offers a fast paced, high energy, work environment. We offer:

• Competitive wages ranging from $24.50-$32.00/hr. based on skills and experiencePositive work culture
• Excellent company benefits including both Health and Dental
• Yearly performance reviews
• Access to courses and training for continual learning and development

Key responsibilities include

• Provide leadership, coaching and development to the Technical Support team;
• Identify trends on the technical support team and generate a variety of alternative techniques or methods to resolve issues/problems;
• Analyze trouble tickets and telephone queue statistics and provide reports to their manager;
• Stay up-to-date on customer service trends, competitive advantages, and telecommunication technologies and software;
• Develop and update Customer Installation Instruction Manuals for our various services/devices, i.e., Fibre, VoIP, DSL, Wireless, and Residential Gateways;
• Provide third-level technical support and service to internet customers through telephone, face-to-face and online assistance;
• Be prepared to answer front-line phone calls when the need arises;
• Address technical problems that are unresolved by other members of his/her team

This position is Monday – Friday, with the possibility of working weekends to cover shifts as required.

This position requires the individual to be on call on a predetermined schedule.

Education

Two- or three-year college diploma in business or computer related field, or equivalent experience.

Computer Knowledge

Knowledge of Internet access programs such as Microsoft Edge, Google Chrome, Firefox, and email programs such as Microsoft Outlook, as well as an in-depth knowledge of all versions of the Windows operating system and computer software programs such as PowerPoint, Word, and Excel. Additional understanding of, but not limited to: Wired and Wireless Network Interfaces, FTP, Web Hosting, IPTV, and billing systems..

Experience

Five plus years of experience at an Internet service provider or in a similar field.

Condition of Employment

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check.