You deserve an awesome career! At Execulink, you'll join a team of talented individuals who feel like family and support your growth and career goals. As we rapidly grow, we continue our unwavering commitment to live and breathe our Vision, Mission and Values. While enhancing life at home, work and play, we continue to grow our team with innovative individuals who are as excited about creating an awesome experience for our customers as we are!If you thrive on solving complex problems and delivering a excellent customer experience, make a real impact as a Technical Specialist. You'll troubleshoot and resolve escalated issues across internet, mobility, and advanced systems, while supporting customers through phone, callback, email, and chat channels. You'll work in a fast-paced environment where accuracy, urgency, and clear communication matter, and where your ability to diagnose root causes and guide customers through solutions will be valued every day.This role also offers strong exposure to a wide range of technologies and cross-functional work. You'll collaborate with internal teams, outside technicians, and last mile providers to drive resolution, monitor network and abuse-related alerts, support high-priority requests, and contribute to continuous service improvement. It's a excellent opportunity for someone who wants to deepen their technical expertise, build confidence in complex troubleshooting, and grow in an environment that values learning, ownership, and customer care.Position DetailsWoodstock, ONPermanent, Full-TimeOn-site HybridRequired 3 days in office each week (Tuesday, Wednesday, Thursday)Hours of WorkOperates 24 hours a day, 7 days a week, 365 days a year$2 per hour premium applies to hours worked between 11:00pm – 7:00amShifts will be scheduled in advance on a rotation that includes days, afternoons, evenings, weekends and overnights in alignment with business requirementsResponsibilitiesDetermine, document and resolve escalated technical issues (mobility, internet, advanced systems) accurately and efficiently communicating through the inbound, callback, e-mail and chat queues Meet Key Performance Indicators (KPIs) and department targetsDeliver awesome customer experiences, including but not limited to providing guidance, education and training in specific to the identified difficultiesCreate tasks and tickets to collect, organize and maintain data logs to document the issue for use by other Technical Specialists and other departments focusing on resolution time adherence, database management,



and escalations using AuroraCoordinate with other departments to ensure ticket repairs or escalations are handled within agreed upon service levelsComplete daily updates of open tickets; review repeat tickets/escalations for root causes and present findings to SupervisorIdentity Referral opportunities for Business customersMonitor and action tickets for issue patterns, to submit Master Tickets with Last Mile Providers (LMPs) and within Execulink, reviewing agent submissions for completeness/completions and provide developmental feedback to SupervisorSupport Outside Technicians during a customer installation or repair; co-ordinate and performhardware changes for the Outside TechniciansConsult internal and external user guides and manuals such as Wiki, Call Guides, dashboards to research and implement solutions to aid in the resolution of customer concernsCreate support documentation including SOPs and Wiki articles for use by internal teamsRespond to queries or escalations from LMPs related to open repairs and work with internal departments to resolveAct as a shadow to upskill members of other departmentsRespond to questions from Front line agents, Sales teams and other departments within 2 minutes, while balancing other dutiesMonitor and action abuse tank/e-mails for webmail spam/outbound spam/toll fraud alerts, high usage reports/spam examplesMaintain Monitoring email accounts/tanksProvide backup to Sales Support by porting numbers after regular business hoursAnswering the 'BAT' Phone/assisting with time sensitive calls / Requests (Police/Emergency) and Office alarms, Top Tier extension overflow and direct callers to appropriate department/staffMonitor network and action alerts for Nagios/Zabbix, automated alerts, planned maintenance, client alerts etc. Notify and arrange appropriate customer contactDuring system or network failures follow the established protocol to communicate with internal and external business partners utilizing multiple vehiclesTracking/logging all events throughout each shift and submitting a completed shift report at the end of each shiftParticipate in meetings when required for support projectsAll other duties as assignedHR ResponsibilitiesNoneQualifications1-2 years experience in a technical support role, call centre/customer service workplace preferredCommunicates clearly and effectively, verbally and in writing,



with confidence using superior customer service skills to manage customer expectations and ensure an awesome customer experienceProficiency with Microsoft Windows and Microsoft OfficeSound decision making abilities in an ever changing environment with shifting prioritiesMust be detail-oriented, with effective analytical and problem solving skillsAbility to effectively manage change and stay current with technology trendsMaintain technical knowledge of all company products and servicesRequired Skills & AbilitiesExperience supporting Internet, networking, Wi-Fi, and telecommunications servicesAbility to diagnose complex technical issues and identify root causesExperience with technical support tools, monitoring systems, and troubleshooting platforms is an assetExperience or knowledge of mobile/mobility technologies, including cellular services, LTE/5G, mobile devices, and mobility troubleshooting, is considered a strong assetWillingness and ability to learn new technologies and services as the business evolves. 1+ years of experience in a technical support role, call center/customer service environment preferredPrevious experience in a Technical Support, Network Operations, Help Desk, or similar technical workplace is preferredWhat We OfferInternal growth and learning opportunitiesChallenging and rewarding place to workComprehensive health and benefitsCompetitive starting ratesEmployee discount plan on Execulink servicesTuition ReimbursementRRSP matching programAbout UsAt Execulink Telecom, the largest locally owned independent telecom company in Southwestern Ontario, our only goal is to enhance your lifestyle at home, work, and play. We have an unwavering commitment to continue to build a positive team, with a friendly, family spirited approach. The selection of exceptional talent is important to us! When you join Execulink, you're joining a team that's focused on not only providing an AWESOME experience to our customers, but to our employees as well. We live and breathe our Vision, Mission and Values and are searching for individuals who are excited to contribute and do the same!We thank you for your application! Only those selected for an interview will be contacted.Execulink Telecom is an equal opportunity employer that recognizes that a diverse workforce enhances our company culture and drives our success. We are committed to inclusive, barrier-free recruitment and selection processes.We understand that some applicants may require accommodation during the hiring process. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.You matter to us!

📌 Technical Specialist (Woodstock)
🏢 Execulink Telecom
📍 Woodstock