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Tier 1 Technical Support

Summary

As part of our local technical support team, Uniserve Communications is looking for a full-time T1 technical support for our Vancouver office. We provide the latest technologies in digital phone, high speed internet, web-hosting, email, Cloud and data co-location Services. We take pride in giving our business and residential customers the most personalized care possible. At Uniserve you have the chance to work together with a great team of dedicated people who have a high level of responsibility in an exciting and challenging business.

 

Role

Tier 1 is the first point of technical contact for clients of all sizes. The large variety of inquiries mean that it is important to be able to be able to process varied bits of information in order to identify and address issues. Tier 1 understands the importance of customer service and is able to resolve a variety of basic technical and administrative issues.


Main Job Tasks and Responsibilities

  • Answer calls, emails, and online chat requests for support and guidance.
  • Follow up customer calls where necessary and keeping them updated with their order or support request. All customer interactions must be documented thoroughly.


SKILLS, EXPERIENCE AND QUALIFICATIONS

  • Applicant must have technical aptitude, be detail oriented, and provide a high level of accuracy in all communications, be able to solve problems and handle issues over the phone. Must speak fluent English
  • Should have experience in verbally guiding users, self teaching new technical concepts, and refining processes to make it second nature.
  • Familiarity in:
    • Basic networking, modem/router/wifi configuration
    • Email systems, the functional difference between POP and IMAP
    • Web hosting (cpanel) usage
    • Web hosting functionality (domain names through DNS to content hosting)
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