Job description
What we do.
We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.
Who we are.
net2phone Canada is breaking down pre-conceived barriers in Canadian Telecom. We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients’ specific needs; and supported with speed, knowledge, precision and friendliness.
Providing the absolute best customer experience is always our top priority. Forget the 45-minute hold times - we average 1-minute wait times to reach a live, Canadian-based support specialist.
About the role.
net2phone Canada is seeking a tech-savvy and customer-focused Tier 2 VoIP Support Technician to join our award-winning team. We’re obsessed with providing a world-class customer experience through short wait times, first call resolution, and friendly service. You’ll work with customers and Tier 1 agents to resolve a variety of challenges, requiring both quick thinking and in-depth problem-solving skills. As a senior team member, you’ll be a product expert, mentor Tier 1 agents, and help train new hires. If you’re a curious, adaptable problem-solver who thrives in a fast-paced environment and enjoys collaborating with a high-performing team, we encourage you to apply!
What you’ll do.
- Provide exceptional client support via phone, email, and chat; ensure thorough documentation, effective troubleshooting, adherence to processes, and timely escalation.
- Consistently meet or exceed service level agreements (SLAs) and contribute to achieving a 97% customer satisfaction (CSAT) rating
- Mentor, coach, and join calls with Tier 1 agents to enhance their skills and knowledge; identify and address knowledge gaps; contribute to training content.
- Collaborate effectively with teammates to enhance system knowledge and contribute to a positive work environment by being solution-oriented and helpful across the organization.
- Create and maintain comprehensive knowledge base articles for both Tier 1 and Tier 2 support.
- Take ownership of outages, effectively communicating with all stakeholders to ensure timely resolution.
- Proactively manage daily tasks, track work in Salesforce, and ensure no overdue cases.
- Maintain a strong understanding of industry security and privacy best practices and ensure adherence to all net2phone Canada guidelines.
- Serve as backup for 24⁄7 on-call support, with primary support provided by junior team members.
What you need to be a Tier 2 VoIP Support Technician with us.
- 3+ years of customer service and support experience
- Experience with VoIP Systems
- Expert-level knowledge of SIP signaling and call flows, with strong skills in trace analysis
- Experience in troubleshooting a variety of networks and applications
- Experience with different diagnostics tools for packet capture, log analysis, and network performance
- Outstanding organizational skills with a strong attention to detail
- French-English Bilingualism required.
- Never-ending curiosity (you’re going to meet a lot of different businesses!)
What we offer.
- Join an amazing team culture that values work-life balance.
- Accessible team socials (virtual and in person).
- Learning opportunities and growth.
- Paid time off, sick & family days as well as paid volunteer days.
- Ability to work remotely.
- $2,000 in health & wellness benefits
Job Type: Full Time, Permanent
Schedule: Monday to Friday 8am-6pm EST, with varying shifts within these working hours.
Compensation: $55,000-60,000 CAD
This is an in-office hybrid position – with the potential to work remotely 2-3 days a week - we want you to be in the middle of all the action!
Looking for a change? Want to do something new? Need to make a difference? It’s time to learn, do, and become more than you ever thought possible!
_net2phone Canada is committed to creating an inclusive environment where all candidates, employees, and clients feel like they belong. To ensure an inclusive and accessible candidate experience, accommodations are available upon request for all stages of the selection process._
**__To request an accommodation, please complete our online form or call 1-888-508-2749. You can also reach us by mail at 5424 Canotek Road, Ottawa, Ontario, K1J 1E9, Canada. You can find more ways to contact us and learn more about our accessibility commitment at https://www.net2phone.com/en-ca/accessibility__**
