Technical Customer Service Representative

Fibernetics

7d•Onsite

About The Position

This role involves acting as an escalation point for Level 1 support tickets related to phones, PBX systems, VoIP services, and internet connectivity across various network types. The representative will troubleshoot and resolve issues with network equipment, Wi-Fi, softphone applications, and Windows environments. Key responsibilities include diagnosing and resolving problems with call quality, SIP registration, call routing, and voice service reliability. The role also entails configuring and supporting PBX provisioning, working directly with customers to optimize call flows and routing logic, and assisting with network configurations like VLANs and IP assignments. Collaboration with senior technicians, carriers, and engineering teams is expected for complex issues. The position requires thorough documentation of troubleshooting steps and resolutions, contribution to knowledge bases, and participation in ongoing training. An on-call rotation for after-hours support is also part of the role, including responding to urgent service-impacting issues outside regular business hours.

Requirements

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.
Experience troubleshooting or working with technologies such as: DSL, Ethernet, TCP/IP, PPPoE, DHCP, SIP, RTP, VLAN, LAN, and WAN
Experience troubleshooting or working with technologies such as: VoIP systems, PBX platforms, IP phones, softphones, and call routing
Experience troubleshooting or working with technologies such as: Microsoft Windows desktop environments
Experience troubleshooting or working with technologies such as: Routers, switches, modems, and firewalls

Nice To Haves

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

Responsibilities

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.