Technical Support Specialist – Telecom

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the primary point of contact for customers through phone, chat, email, and screen-sharing sessions.

• Become a subject matter expert on the product and create innovative solutions and workflows tailored to customer requirements.

• Prevent and mitigate escalations by utilizing the Salesforce Support Console, internal chatbot, support tools, and thorough testing.

• Deliver thorough technical solutions directly to customers.

• Address customer concerns with high efficiency and quality.

⛳️ Requirements

• Preferred Bachelor's degree or equivalent experience in technical support.

• Strong abilities in problem-solving, critical thinking, and troubleshooting.

• Excellent interpersonal skills, including empathy, patience, confidence, humor, and the capability to engage with diverse personalities.

• Ability to excel in a feedback-driven, fast-paced environment.

• Competence to master complex software applications.

• Customer-focused attitude and eagerness to learn.

• Creative and innovative problem-solving skills.

• Ability to convert complex technical issues into clear, actionable solutions.

• Proficient in prioritizing tasks, multitasking, and performing well under pressure.

• Strong written and verbal communication skills.

• Team-oriented mentality.

• Knowledge of the Home/Commercial Service Industry is a plus.

• Basic understanding of SIP, RTP, and call flow analysis is preferred.

• Familiarity with SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering.

• Experience with the Brand Registration process is preferred.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training available for employees at all levels.

• Various programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-sponsored medical, dental, and vision coverage for you and your dependents.

• RSP matching.

• Employee assistance program.

• Parental leave and support.

• Up to $20k in adoption reimbursement.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping through Maven Milk.

• Financial planning tools.

• Equity options.

• Eligibility for potential bonuses.