Company Description Epic, a Bell MTS company, is a Winnipeg-based IT consulting and skilled services organization established in 1995. The company employs over 100 Manitoba IT professionals who collectively hold more than 400 certifications and competencies, reflecting a strong commitment to technical excellence and client success.

Epic partners with leading technology companies and operates state-of-the-art data centres to deliver consulting, managed services, cloud solutions, project services, and resale and support. Recognized as a world-class ICT leader in Manitoba, Epic invests heavily in its people through training, industry events, and access to advanced partner labs. Team members join a growth-focused organization that serves the Manitoba and broader Canadian business community with innovative technology solutions.

Role Description The Customer Support Specialist is a full-time, on-site role based in Winnipeg, MB. This role is responsible for providing front-line support to customers via phone, email, and ticketing systems, troubleshooting technical and service-related issues, and ensuring timely resolution or escalation.

The specialist will document customer interactions, maintain accurate records, and follow established procedures and service-level agreements. Daily activities include collaborating with internal technical teams, monitoring ongoing issues, guiding customers through basic configurations or usage questions, and proactively communicating updates and solutions. The role also involves identifying recurring issues, suggesting improvements to support processes and knowledge base content,



and contributing to a positive, customer-focused service culture.

Qualifications

- Candidates should possess strong customer service and communication skills, including active listening, clear written and verbal communication, and a professional, empathetic approach to client interactions.
- Candidates should possess basic to intermediate technical aptitude, with the ability to learn Epic’s solutions, understand common IT concepts, and follow troubleshooting steps for software, network, or account-related issues.
- Candidates should possess organizational and problem-solving skills, including the ability to prioritize tickets, manage time effectively, analyze issues, and follow through to resolution.
- Candidates should possess collaboration and teamwork skills, with the ability to work closely with support, operations, and technical teams, share information, and contribute to continuous improvement.
- Candidates should possess adaptability and learning orientation, demonstrating comfort with new tools and processes, openness to training, and willingness to keep current with evolving technologies and services.
- Relevant experience in customer support, helpdesk, or service desk environments, preferably within IT or telecommunications, is an asset.
- Post-secondary education in Information Technology, Computer Science, Business, or a related field, or equivalent work experience, is preferred.
- Familiarity with ticketing systems, CRM tools, and standard office software, as well as knowledge of IT service management concepts (e.g., ITIL), is beneficial.

📌 Customer Support Specialist (Winnipeg)
🏢 Epic A Bell MTS
📍 Winnipeg