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Connex Careers
Technincal & Customer Support

 

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Connex HR Department
44 East Beaver Creek, Suite 16 
Richmond Hill ON 
L4B 1G8

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905-944-6520 Please include cover letter & address it to the attention of Connex Human Resources Department.

Job Postings - Technical & Customer Support

Technical Support Manager

Description

The Technical Support Manager is responsible for ensuring the smooth running of the day-to-day operations of the department. This role must also help ensure that the team is prepared for changes in the market, product and company, so that adjustments can be made, as needed. This position requires coordination between internal departments.

The Technical Support Manager has direct reports and will ensure proper training and expectations are provided, as well as mentor toward future growth and development.

The person will establish and report on key metrics of all events, incidents and problems allowing for productivity management and optimization. The manager is also responsible for providing leadership, and successful oversight of all issues coordination with Operations.

The Manager should be a well-organized and self-managed individual with outstanding communication skills. The manager is responsible for designing and implementing improved processes and / or operational policies. This person should have a high propensity for learning new technology and be very accountable in the duties that they perform daily. The incumbent should work proactively to identify issues and consult with team members to establish resolution. The manager should work well within a high-paced environment and function well in a diverse and dynamic team environment. The incumbent will also have strong leadership, influential, and direction skills.

The responsibilities of the Technical Support Manager are varied, based on the requirements of the business and the organization.


Responsibilities (including but not limited to):
  • Lead, coach, mentor, and supervise Operations team members, partners, and third-party vendors.
  • Work with HR to recruit and hire great members into the Connex Technical Support team.
  • Manage direct reports effectively, including training needs, coaching, praise, performance reviews and official warnings via one-on-ones and ad-hoc meetings. Manage and coordinate day to day support activities of the team.
  • Work with Sales, Finance and Account Management on customer escalations, providing proper communication internally and externally throughout the process.
  • Work with Operations, IT and Product on system issues and downtime communication with customers.
  • Work with third-party vendors regarding supporting software changes
  • Provide insight into the efficiency and quality of the support organization via daily, weekly, monthly, quarterly and annual reporting.
  • Develop processes and tools to ensure proper handling, and remediation of all issues raised to ensure Incidents & Requests are fulfilled within specified SLA’s
  • Ensure proper maintenance and administration of Support platform (ticketing, monitoring, logs management, etc.) and all aspects including forms, workflows, categories, etc.
  • Establish key metrics and develop/provide effective reporting of KPI's and trends.
  • Conduct “Deep Dives” into metrics and processes to develop strategies for enhancement

Other responsibilities may be assigned as appropriate, as this is not a comprehensive list.


Job Qualifications
  • Bachelor’s Degree or 5 years of experience in a customer facing tech support role lieu of the degree.
  • Ability to communicate clearly with all levels of executive management and staff in both IT and business departments.
  • 1-2 years of experience in a leadership role.
  • Strong task completions skills, self-motivated and organized
  • Excellent and efficient documentation Skills
  • Customer-centric and knowledge of industry best practices in Customer Excellence
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment, be comfortable with changing priorities
  • Proven ability to prioritize and multi-task in a fast-paced environment, Calm, confident and keen to work.
  • Strong analytical, organizational and problem-solving skills
  • Detail-oriented and able to prioritize under pressure.
  • 2-3 years experience with Microsoft Office, especially Excel.
  • exemplary soft skills for de-escalating a client.
  • Service Management framework would be an asset; Certification in ITIL v3 Foundations
  • Telephony experience an asset and Avaya experience an asset
  • Superior oral and written communication skills in English, French an asset.
 
CSR – Customer Service Representative
Location Toronto, Montreal
Reports to Team Leader – Customer Care
Department Customer Service
Primary Function The CSR position is the first point of contact for our customers, whether by phone, or by e-mail, this position enters orders, assists the customer in ordering equipment, schedules the order and bills it once complete.
Responsibilities
  • Provides timely and professional service to our Maintenance and T&M customers via phone calls or email requests.
  • Obtains sufficient and accurate information to insure high quality order issuance for timely and profitable completion by technicians
  • Close work orders on completion verifying work completed and sufficient information has been submitted for accurate billing
  • Review personal grid weekly in SIMS to follow up on orders not completed and why to avoid delay and customer dissatisfaction
  • Work as a team taking calls from Customer Service and VIP Q’s/process requests sent to Connex service for customers looking for service/MAC work for all branches.
  • Create work orders for above mentioned branches, send to dispatcher to be dispatched to appropriate area for completion
  • Answers Customer Service calls in a timely and professional manner
  • Obtains sufficient and adequate information from callers to ensure ticket can be completed by the technician in a timely manner without repeat calls or escalation
  • Create ticket in SIMS, provide caller with work order number and scheduled date
  • Timely response to Connex Service mailbox requests assigned, adds work order number, scheduled date and responds to customer with same information
  • Attach customer/sales emails and POs to work order
  • Insure that work orders are printed and put into status 125 for dispatching
  • Add notes to work orders when required to keep up to date
  • Close work orders upon completion with accurate information for billing
  • Print call owner’s grid and follow up on outstanding work orders on a weekly basis to insure that date given to customer is not missed, also to insure that invoicing occurs when work orders are completed
  • Use appropriate Call Center status when not taking calls eg: “away from desk”, “at lunch” etc, to report true and proper statistics
  • Follow all processes including Escalations, and Dispatch
Requirements
  • Previous experience in customer service, preferably a call centre environment
Personal Contacts
  • Daily -takes calls through the call center and deals with outside customers of varying levels of knowledge of telecom. Depending on level of knowledge of contact, calls can be quick or longer if the contact is not familiar with telecom and there is a need to draw out information to insure proper order issuance and timely completion
  • Deals with sales, technicians, dispatch and contractors from all branches –These contacts have a higher level of knowledge so telecom background can be an asset
Equipment Used
  • SIMS
  • Word, excel
  • Outlook
  • Servers
Environment Offices
Supervision Given None
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