Technical Customer Service Representative

What You’ll Do

• Act as the escalation point for Level 1 support tickets involving phones, PBX systems, VoIP services, and internet connectivity across DSL, cable, and fiber networks.


• Troubleshoot and resolve issues involving modems, routers, switches, and office network equipment.


• Support and diagnose problems related to Wi-Fi connectivity, softphone applications, wireless devices, and Windows-based environments.


• Investigate and resolve issues involving call quality, SIP registration, call routing, extension behavior, PBX features, and voice service reliability.


• Configure and support PBX provisioning tasks, including moves, adds, changes, peering, and feature updates.


• Work directly with customers to modify, optimize, and validate PBX call flows, routing logic, auto attendants, hunt groups, and extension management.


• Assist with VLAN configuration, static IP assignments, routing validation, and connectivity checks to ensure stable service delivery.


• Collaborate with senior technicians, carriers, and engineering teams to resolve more complex VoIP, networking, and interoperability issues.


• Document troubleshooting steps, root cause findings, and resolutions clearly and accurately within the ticketing system.


• Contribute to internal knowledge bases, process improvements, and support documentation.


• Participate in ongoing training and knowledge-sharing sessions to strengthen technical expertise and support consistency.


• Participate in a scheduled on-call rotation to provide after-hours and emergency support for telecom, VoIP, PBX, and connectivity-related incidents.


• Respond to urgent service-impacting issues outside regular business hours when required, escalating to senior technical teams as needed.

What You Bring

• Strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, VLANs, routing, LAN/WAN concepts, and TCP/IP.


• Ability to troubleshoot telecom and connectivity issues in a logical, methodical way.


• Strong customer service and communication skills, with the ability to explain technical issues in a clear and professional manner.


• A collaborative mindset and willingness to work across support, engineering, and operations teams.


• Strong organizational skills, attention to detail, and the ability to manage multiple tickets and priorities effectively.


• Comfort working in a fast-paced environment with changing priorities and evolving technologies.

Technical Knowledge

Experience troubleshooting or working with technologies such as:

• DSL, Ethernet, TCP/IP, PPPoE, DHCP, SIP, RTP, VLAN, LAN, and WAN


• VoIP systems, PBX platforms, IP phones, softphones, and call routing


• Microsoft Windows desktop environments


• Routers, switches, modems, and firewalls

Nice to Have

• 2–3 years of experience in technical support, helpdesk, telecommunications, or a Level 1/Level 2 support environment


• Familiarity with VoIP systems, PBX administration, and IP phones such as Polycom, Grandstream, or similar platforms


• Experience using troubleshooting tools such as Wireshark or tcpdump


• Hands-on experience configuring routers, switches, and firewalls


• College diploma or technical certification in Networking, Computer Science, Telecommunications, or a related field


• Bilingualism in English and French is an asset