Technical Support Representative Level 2

Ubity - Concord, ON (30+ days ago)

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Who are we?

GoCo is a next-generation managed service provider that offers robust and flexible business communication technology like Unified Communications, Managed Networks, and Network Security to its customers.

We are a group of experienced technology entrepreneurs from different backgrounds uniting their strengths and expertise to help businesses connect with their customers and the world. We are united in our belief that there is a better way to deliver simple, scalable solutions with speed. We have the scale and resources to bring our vision to life, but also the agility to flex to the needs of our customers along the way.

We are on a journey to assemble multiple industry-leading players into the most agile and efficient provider in the Canadian market. Please consult our landing page to find out who we are.

Who are we looking for to join our team?

We are currently looking for a Technical Support Representative Level 2 in Vaughan to join the customer service team and ensure user satisfaction with our IP telephony solutions!

You will contribute to the team by performing the following tasks:

The following is a non-exhaustive list of your primary tasks and responsibilities, and may be subject to change:

Provide support to our Enterprise customers
Handle Escalations from our Level 1 Support team, while training the agents
Work with our NOC on Support Escalations
Assist with testing of services during maintenances/upgrades
Utilize tools such as Wireshark to troubleshoot

24x7 On-Call Support Availability (Scheduled in-advance)

Key expectations

Listen to customers, show empathy and understanding for their various needs, and adapt your communication style to customers
Analyze the customer’s needs, synthesize them and offer written and verbal recommendations
Communicate with customers in a timely manner to provide them with the necessary information and services, and to identify potential issues
Gather information and consult with relevant colleagues as needed to ensure follow-up on customer requests
Resolve customer service matters in a timely manner, including urgent issues
Prioritize your tasks in order to respond to customer needs in the agreed timeframes, which can sometimes be tight

Job requirements

Minimum of 2 year's experience in a similar role
Previous experience in the Telecommunication industry
Knowledge of VoIP and Broadsoft
Post-Secondary education
Significant experience in customer service
Excellent oral and written abilities in English


GoCo is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.