Technical Support Supervisor

Nexicom is a leading Communication service provider in Central Ontario.

We offer a professional, friendly work environment which encourages learning and growth with a positive attitude.

Nexicom is looking for a Technical Support Supervisor.

Position Overview: *

Nexicom offers a fast paced, high energy, work environment. We offer:

• Competitive wages ranging from $24.50-$32.00/hr. based on skills and experience
• Positive work culture
• Excellent company benefits including both Health and Dental
• Matched Pension Plan
• Yearly performance reviews
• Access to courses and training for continual learning and development

Key responsibilities include:

• Provide leadership, coaching and development to the Technical Support team;
• Identify trends on the technical support team and generate a variety of alternative techniques or methods to resolve issues/problems;
• Analyze trouble tickets and telephone queue statistics and provide reports to their manager;
• Stay up-to-date on customer service trends, competitive advantages, and telecommunication technologies and software;
• Develop and update Customer Installation Instruction Manuals for our various services/devices, i.e., Fibre, VoIP, DSL, Wireless, and Residential Gateways;
• Provide third-level technical support and service to internet customers through telephone, face-to-face and online assistance;
• Be prepared to answer front-line phone calls when the need arises;
• Address technical problems that are unresolved by other members of his/her team

This position is Monday - Friday, with the possibility of working weekends to cover shifts as required.

This position requires the individual to be on call on a predetermined schedule.

Education:

Two- or three-year college diploma in business or computer related field, or equivalent experience.

Computer Knowledge:

Knowledge of Internet access programs such as Microsoft Edge, Google Chrome, Firefox, and email programs such as Microsoft Outlook, as well as an in-depth knowledge of all versions of the Windows operating system and computer software programs such as PowerPoint, Word, and Excel. Additional understanding of, but not limited to: Wired and Wireless Network Interfaces, FTP, Web Hosting, IPTV, and billing systems.

Experience:

Five plus years of experience at an Internet service provider or in a similar field.

Condition of Employment:

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.

Job Types: Full-time, Permanent

Pay: $24.50-$32.00 per hour

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Ability to commute/relocate:

• Millbrook, ON: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor's Degree (preferred)

Work Location: In person