Technical Support Specialist - HYBRID

Pathway Communications•Markham, ON

9d•CA$18•Hybrid

About The Position

Pathway Communications is looking for a Technical Support Specialist to provide hands-on technical and operational support for our telecom client, ensuring seamless client experience. This role involves real-time issue resolution, call-based client support, troubleshooting, and cross-team coordination to maintain system performance and client satisfaction.

Requirements

Call-based client support (Critical Requirement)
Ability to confidently support clients live on calls.

Responsibilities

Provide day-to-day support for telecom-related platform issues
Investigate and resolve errors, data discrepancies, and integration problems
Escalate complex issues to engineering while maintaining ownership
Handle inbound and outbound client support calls related to service provider issues
Provide real-time troubleshooting while on calls with clients
Guide clients step-by-step through issue resolution or workarounds
Maintain a professional, client-first approach during high-pressure situations
Follow up on calls with clear updates and resolutions
Ability to confidently support clients live on calls.
Log, track, and manage support tickets in CRM/ticketing systems
Ensure accurate documentation of issues, steps taken, and final resolution
Prioritize tickets based on urgency and business impact
Act as a trusted point of contact for service-related support
Provide timely updates via calls, emails, and follow-ups
Ensure high client satisfaction through proactive communication
Monitor platform performance and flag recurring issues
Identify trends from support cases and recommend improvements
Assist in testing fixes and validating system updates
Work with Client Services, Operations, and Tech/Dev teams
Support onboarding of new clients or new client features
Share insights from client issues to improve processes