POSITION TITLE: T1 First Line Technical Support Rep

DEPARTMENT: Technical Support

LOCATION: Sudbury

REPORTS TO: Tech Support Manager

COMPANY:

Vianet is a well-established, privately owned telecommunications company based in Ontario, dedicated to serving customers with a focus on their needs.

We offer a wide range of services for residential, small business, and enterprise-level clients in both urban and rural areas. Our internet access is provided through various mediums, including our own expanding fiber and wireless infrastructure, as well as third-party DSL and cable services. Additionally, we offer phone services in all areas we serve and high-definition television service in select locations.

We are seeking dedicated, hardworking people to support the continued growth of our company. Serving our customers well each day starts with having great people on our team. That’s why our passion for our work is matched by our passion for our people. When the right individuals are placed in the right roles, amazing things can happen—and we’re proud to be part of that journey.

JOB SUMMARY:

First Line Support is the customer’s first point of contact when calling the technical support department. In this role, T1 Reps field a variety of inbound phone calls from customers who need help addressing a specific issue. This position is responsible for providing prompt and courteous service and setting the tone for the customer’s experience.

In order to best serve our customers and streamline the support process, First Line Support carry out a number of tasks in an effort to manage call volume, resolve simple issues, assess and prioritize needs, and escalate issues as required following basic but thorough troubleshooting and information gathering guidelines.

POSITION RESPONSIBILITIES:

- Answer inbound customer calls and inquiries for T1 technical support in a qualified and courteous manner
- Prompt call response time to ensure customers’ needs are addressed in a timely manner




- Minimize caller wait times in the queue
- Call and queue management
- Communicate outages
- Strive for first call resolution
- Create call tickets in the system
- Document accurate account notes, reason and resolution
- Basic troubleshooting of technical issues, requests, and setup

· Internet connection and email client configurations

· Provide client assistance with the use of Vianet services.

- Accurate information gathering and escalation to senior techs

· Ensure customer satisfaction and quality of service

EXPERIENCE / KNOWLEDGE REQUIRED:

· Post Secondary studies preferred. i.e. Computer System Technology diploma

· Customer service experience in the telecom industry is an asset

· Previous call center experience is preferred

· Technical support experience is an asset

· Excellent communication and listening skills.

· Good command of English, spoken and written, and other languages are an asset.

· Bilingualism is considered an asset

· Detail oriented and organized

· Dynamic and adaptable

· Analytical and problem-solving skills

· Ability to multi-task, and work under pressure

· Ability to work in a computerized and constantly changing environment

· Regular time and attendance is an essential job function

· Team player with a positive attitude and good work ethic

· Knowledge of modem configuration (Fiber, Wireless, DSL, CABLE, VoIP, and IPTV) is an asset.

HOURS OF WORK:

Afternoon shift available

2:30 pm to 11:00 pm

Wednesday to Sunday

Pay: From $20.00 per hour

Benefits

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Flexible schedule
- Life insurance
- On-site parking
- Store discount
- Wellness program

Application question(s):
- Are you legally eligible to work in Canada?
- Do you have a clear criminal record?

Education:
- Secondary School (preferred)

Experience:
- technical support: 1 year (required)
- Call Center: 1 year (preferred)

Location:
- Greater Sudbury, ON P3E 5J8 (required)

Work Location: In person

📌 Technical Support Representative (Greater Sudbury)
🏢 Vianet
📍 Greater Sudbury