Xplornet Communications Bilingual Channel Support Specialist Full Time in Fredericton, NB

Xplornet Communications

Branch Fredericton NB CA

Bilingual Channel Support Specialist
Fredericton, NB

The Channel Support Specialist will provide dedicated advanced technical support for hardware, software and installations to our internal and external customers…

We are looking for a Bilingual Channel Support Specialist for our Control Centre and Channel Support team in the Fredericton or Woodstock, NB offices. The Channel Support Specialist will provide dedicated advanced technical support for hardware, software and installations to our internal and external customers. You will be responsible for identifying and documenting knowledge transfer from the Network Operations Team (Level 3) and properly communicating areas of opportunity including but not limited to knowledge gaps and/or the need for application enhancements. There will be an expectation to identify and provide solution oriented recommendations. This role requires tact and professionalism in handling sensitive escalated issues.

Key responsibilities include: • Dedicated Channel support for our provisioning systems
• Validate Truck Roll Requests and identify trends that drive additional cost to the business
• Providing advanced troubleshooting and technical consultation to our internal customers
• Ensure quality of installation is maintained in field and reduce repeat site visits
• Assisting in identifying potential network issues and escalating when required
• Prioritization and documentation of trouble tickets
• Other responsibilities as determined by management which could include direct contact (via inbound or outbound calls) with internal and external customers

The ideal candidate will possess: • Bilingual – French and English is required
• A post-secondary education with a technical support diploma or an equivalent combination of training/experience.
• This position requires a minimum of 1-2 years’ work experience as a Technical Support Representative/Subject Matter Expert (TSR/SME).
• The incumbent will have a demonstrated ability to provide advanced hardware/installation support related to sustaining a dealer/installer network.
• It is essential to demonstrate a sense of urgency in the handling of sensitive escalated issues from channel partners/business customers.
• The Channel Support Specialist will be skillfully knowledgeable in the following areas: manual provisioning, Patriot support, domains, network fundamentals (i.e. Router, PC, remote connectivity, etc.), and technical troubleshooting.
• It is critical to have the ability to prioritize and document trouble tickets, identify and communicate potential network issues and escalate as necessary with the involvement of any or all appropriate parties.
• This position covers varying shifts within a rotating schedule, and will be subject to changes as dictated by operational requirements in order to ensure that performance standards and service levels are consistently achieved.

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplornet is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Fredericton, NB, CA
Posted on: 2016-09-21
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