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Customer Experience & Technology Support Specialist
Job Description & How to Apply Below
· Permanent Remote (Durham Region, Ontario Canada)$25.00 - $35.00 CAD per hour
Melo Technology (formerly Melo Tel) is a 17-year Canadian technology and telecommunications company serving clients nationwide. What began as a hosted VoIP provider has evolved into a full-scale technology partner offering:
* Melo Tel – Hosted PBX, mobile + PC softphone calling, Single Number Reach, voicemail, SIP services
* Conversational Voice AI Assistants – 24/7 call-handling, bookings, transfers, sales triage
* AI Call Recap & Review – Automated analysis of human calls for quality assurance and compliance
* DaFeeder Telemarketing Software – Web-based dialling and campaign management
* Cloud hosting, domains, and website management
* Microsoft 365 services & support
* Melo Social content creation – high-quality social media content for businesses and political associations
* Special Event Photography – high-volume, same-day turnaround photo delivery
We provide Canadian businesses with innovative, affordable, reliable solutions supported by an experienced, friendly, and people-first team. As we grow our telecom and AI divisions, we are expanding our team.#### The Opportunity We are seeking a Customer Experience & Technology Support Specialist who is equal parts problem solver, communicator, and tech enthusiast.
If you love helping people, enjoy diagnosing technical issues, and thrive in a fast-paced, ever-evolving tech environment, this role is for you.
You will support our clients across a wide range of technology — from VoIP phones and cloud services to AI assistants, CRM tools, and website systems.
This role is remote, but occasional travel to our head office, client sites, or events may be required.#### What You'll Do##### Customer Support & Communication
* Handle customer calls, emails, and support tickets with professionalism and empathy
* Deliver a consistent, high-quality customer experience that reflects our brand values
* Keep customers informed of incident progress, resolutions, and project status
* Work with clients who rely on our telecom, AI, web, and social services daily##### Technical Troubleshooting & IT Support
* Support customers with issues related to:
* VoIP phones, softphones, SIP, RTP, call routing
* Conversational AI assistants
* AI call recap tools
* Cloud-hosted web services
* Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
* Windows and cloud-based operating systems
* Network, hardware, software, and connectivity problems
* DaFeeder web-based telemarketing software
* Email protocols (IMAP, SMTP), remote access tools (RDP), DNS configuration, and more
* You will diagnose, troubleshoot, escalate, and resolve a wide range of issues while clearly explaining solutions to non-technical users.##### Client Onboarding & Provisioning
* Create client profiles in our CRM
* Set up and provision VoIP phones, softphones, and AI services
* Configure domains, call routing, number assignments, and Microsoft accounts
* Package and ship devices as needed
* Guide clients through onboarding for Melo Voice, AI services, and DaFeeder##### Training, Guidance & Best Practices
* Conduct one-on-one or group training for new users
* Walk customers through features, dashboards, AI tools, and VoIP systems
* Create support documentation, wikis, and FAQs##### Project Support & Collaboration
* Contribute to technology rollouts and customer deployments
* Assist with quality assurance, testing, and product feedback
* Collaborate with team members on cross-department solutions
* Manage projects using our CRM/project management platforms##### Continuous Improvement
* Stay informed on emerging telecom, AI, and cloud technologies
* Suggest improvements to workflows, support processes,…
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