Technical Customer Service Representative

Technical Customer Service Representative – (Level 2)

About the Role

We’re looking for a skilled and customer-focused Level 2 Technical Support Representative to support new and existing telecom customers with issues related to phones, PBX systems, VoIP services, internet connectivity, and call flow configurations. In this role, you’ll serve as an escalation point for Level 1 support, helping diagnose and resolve more advanced technical issues while delivering a high-quality customer experience.

You’ll work closely with customers, internal support teams, and engineering to troubleshoot service issues, optimize configurations, and ensure reliable voice and data connectivity across a variety of environments.

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