Careers – Tier 1 Technical Support Representative

Tier 1 Technical Support Representative

About us:

EGATE Networks is a Canadian managed network and security provider. We give mid-market companies across Canada and the territories the engineering depth of an enterprise IT team — senior engineers who design, deploy and run the network end-to-end, and own every problem. Our team is small, and every role in it is accountable to the customer in front of them.

About the position:  

 

We’re growing and are looking to add a Tier 1 Technical Support Representative to our team!  

 

The Tier 1 Technical Support Representative will report to the Manager, Customer Care and is responsible for efficiently solving customer’s technical issues. They should be familiar with the different technologies EGATE offers, as well as general and customer policies to ensure that accurate information is provided to clients. If you’re passionate about delivering best in class technical support and have a strong customer service orientation, we would love to hear from you! 

 Responsibilities: 

  • Answer customer calls and emails regarding technical issues, triaging appropriately and striving for first-call resolution when possible 
  • Forward issues requiring further assistance to Tier 2 or engineering, and follow up on a timely basis to ensure problem resolution and client satisfaction 
  • Liaise with EGATE vendors regarding services, as well as other carriers, opening tickets with carriers as required
  • Participate regularly in training on products and services, as well as general and corporate initiatives to maintain a strong knowledge of EGATE’s offerings
  • Ensure accurate documentation within customer database
  • The working hours for this position are 12pm – 8pm EST to ensure coverage for our national customers

Requirements: 

  • Bachelor’s degree in Computer Science or Engineering preferred, equivalent experience considered
  • Minimum 2 years of professional experience in a technical support role
  • Confident, friendly and assertive disposition 
  • Comfortable using knowledge and judgment to problem solve independently 
  • Enjoys working in a fast-paced environment 
  • Self-motivated and continuous learner 
  • Positive attitude, reliable and trust-worthy 

Nice to have: 

 

  • Understanding of PPPoE
  • CCNA designation
  • VoIP certification

Why EGATE: 

  • We’re big believers in continuous learning and support our employees’ professional development 
  • Competitive compensation, including paid vacation and sick days, Health Spending Account 
  • Small, friendly office environment with free beverages (pop, water, coffee, tea) 
  • Accessible by transit, with free parking onsite 
  • Company social events, including birthday celebrations and team outings 

Interested applicants should submit their resume to careers@egate.net for consideration. While we value every candidate’s interest, only qualified candidates will be contacted.  

 

EGATE is an inclusive work environment and as such has a workplace accommodation policy in place; if you require any accommodation, please advise in your application so we may coordinate.