Agent(e) de support à la clientèle | Customer Support Agent

Estruxture Data Centers•Montreal, QC

10d•Onsite

About The Position

We’re looking for a Customer Support Agent to join our dynamic team. In this frontline role, you’ll be the first point of contact for our customers across Canada. From responding to support requests to monitoring our systems and managing incidents, you’ll help ensure a seamless and responsive customer experience — all in a fast-paced, tech-driven environment.

Requirements

Experience in customer or technical support, ideally within a Data Center, ISP, or Managed Services environment.
Experience with enterprise support ticketing systems.
Background in networking, servers, or security.
Familiarity with ITIL and incident management best practices.
CEGEP diploma in IT, Computer Science, other related tech fields, or equivalent experience.
Fully bilingual in English and French (spoken and written) is required.
Customer-focused mindset with the ability to remain calm and professional during high-priority incidents.
Strong organizational skills to manage multiple tasks across different requests.
Exceptional attention to detail, specifically regarding documentation and processes.
Team-oriented approach, able to work with multiple departments and maintain clear communication.
Networking and IT infrastructure fundamentals (OSI model, IP addressing).
Basic understanding of the Data Center environment.
Understanding of the service provider environment.

Responsibilities

Respond to incoming customer requests via the ticketing system and phone.
Monitor ticket queues and dispatch tickets to relevant departments and data centers.
Perform basic network troubleshooting and triage, identifying service owners and engaging partners.
Send customer mass communications.
Support Customer Portal and Account issues, including access, role-based permissions, and contact management.
Dispatch Remote Hands assistance for customers.
Monitor and respond to Abuse notifications on the network.
Contribute in improving operational processes.
Monitor critical facility environments and alarms (UPS, Generators, Cooling) across all sites.
Monitor internal maintenances.
Monitor network alerts and investigate service impacts.
Conduct facility walkthroughs and investigate on-site alerts.
Manage facility access requests.
Administer access control systems for permanent badge requests and deactivations.
Respond to physical security alerts.
Act as the first responder for all facility and network incidents, escalating to internal teams, incident response, or third-party partners as required.
Provide timely customer updates and detailed internal documentation during incidents.
Manage and track incidents on resold partner network services, maintaining communication with the customer and vendor until resolution.