Technical Specialist

About this Opportunity:

If you thrive on solving complex problems and delivering a great customer experience, make a real impact as a Technical Specialist. You’ll troubleshoot and resolve escalated issues across internet, mobility, and advanced systems, while supporting customers through phone, callback, email, and chat channels. You’ll work in a fast-paced environment where accuracy, urgency, and clear communication matter, and where your ability to diagnose root causes and guide customers through solutions will be valued every day.

This role also offers strong exposure to a wide range of technologies and cross-functional work. You’ll collaborate with internal teams, outside technicians, and last mile providers to drive resolution, monitor network and abuse-related alerts, support high-priority requests, and contribute to continuous service improvement. It’s a great opportunity for someone who wants to deepen their technical expertise, build confidence in complex troubleshooting, and grow in an environment that values learning, ownership, and customer care.

• Woodstock, ON
• Permanent, Full-Time
• On-site Hybrid
• Required 3 days in office each week (Tuesday, Wednesday, Thursday)
• Hours of Work

• Operates 24 hours a day, 7 days a week, 365 days a year
• $2 per hour premium applies to hours worked between 11:00pm – 7:00am

• Shifts will be scheduled in advance on a rotation that includes days, afternoons, evenings, weekends and overnights in alignment with business requirements

• Determine, document and resolve escalated technical issues (mobility, internet, advanced systems) accurately and efficiently communicating through the inbound, callback, e-mail and chat queues Meet Key Performance Indicators (KPIs) and department targets
• Deliver awesome customer experiences, including but not limited to providing guidance, education and training in specific to the identified difficulties
• Create tasks and tickets to collect, organize and maintain data logs to document the issue for use by other Technical Specialists and other departments focusing on resolution time adherence, database management, and escalations using Aurora
• Coordinate with other departments to ensure ticket repairs or escalations are handled within agreed upon service levels
• Complete daily updates of open tickets; review repeat tickets/escalations for root causes and present findings to Supervisor
• Identity Referral opportunities for Business customers
• Monitor and action tickets for issue patterns, to submit Master Tickets with Last Mile Providers (LMPs) and within Execulink, reviewing agent submissions for completeness/completions and provide developmental feedback to Supervisor
• Support Outside Technicians during a customer installation or repair; co-ordinate and perform hardware changes for the Outside Technicians
• Consult internal and external user guides and manuals such as Wiki, Call Guides, dashboards to research and implement solutions to aid in the resolution of customer concerns
• Create support documentation including SOPs and Wiki articles for use by internal teams
• Respond to queries or escalations from LMPs related to open repairs and work with internal departments to resolve
• Act as a shadow to upskill members of other departments
• Respond to questions from Front line agents, Sales teams and other departments within 2 minutes, while balancing other duties
• Monitor and action abuse tank/e-mails for webmail spam/outbound spam/toll fraud alerts, high usage reports/spam examples
• Maintain Monitoring email accounts/tanks
• Provide backup to Sales Support by porting numbers after regular business hours
• Answering the 'BAT' Phone/assisting with time sensitive calls / Requests (Police/Emergency) and Office alarms, Top Tier extension…