Apply by Oct 30th at 4pm
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
– Matched Pension Plan
– 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.