# Customer Experience & Technology Support SpecialistFull-Time · PermanentRemote (Durham Region, Ontario Canada)$25.00 - $35.00 CAD per hourMelo Technology (formerly MeloTel) is a 17-year Canadian technology and telecommunications company serving clients nationwide. What began as a hosted VoIP provider has evolved into a full-scale technology partner offering:* Melo Tel – Hosted PBX, mobile + PC softphone calling, Single Number Reach, voicemail, SIP services* Conversational Voice AI Assistants – 24/7 call-handling, bookings, transfers, sales triage* AI Call Recap & Review – Automated analysis of human calls for quality assurance and compliance* DaFeeder Telemarketing Software – Web-based dialling and campaign management* Cloud hosting, domains, and website management* Microsoft 365 services & support* MeloSocial content creation – high-quality social media content for businesses and political associations* Special Event Photography – high-volume, same-day turnaround photo deliveryWe provide Canadian businesses with innovative, affordable, reliable solutions supported by an experienced, friendly, and people-first team. As we grow our telecom and AI divisions, we are expanding our team.#### The OpportunityWe are seeking a Customer Experience & Technology Support Specialist who is equal parts problem solver, communicator, and tech enthusiast.If you love helping people, enjoy diagnosing technical issues, and thrive in a fast-paced, ever-evolving tech environment, this role is for you.You will support our clients across a wide range of technology — from VoIP phones and cloud services to AI assistants, CRM tools, and website systems.This role is remote, but occasional travel to our head office, client sites, or events may be required.#### What You'll Do##### Customer Support & Communication* Handle customer calls, emails, and support tickets with professionalism and empathy* Deliver a consistent,



high-quality customer experience that reflects our brand values* Keep customers informed of incident progress, resolutions, and project status* Work with clients who rely on our telecom, AI, web, and social services daily##### Technical Troubleshooting & IT Support* Support customers with issues related to:* VoIP phones, softphones, SIP, RTP, call routing* Conversational AI assistants* AI call recap tools* Cloud-hosted web services* Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)* Windows and cloud-based operating systems* Network, hardware, software, and connectivity problems* DaFeeder web-based telemarketing software* Email protocols (IMAP, SMTP), remote access tools (RDP), DNS configuration, and more* You will diagnose, troubleshoot, escalate, and resolve a wide range of issues while clearly explaining solutions to non-technical users.##### Client Onboarding & Provisioning* Create client profiles in our CRM* Set up and provision VoIP phones, softphones, and AI services* Configure domains, call routing, number assignments, and Microsoft accounts* Package and ship devices as needed* Guide clients through onboarding for Melo Voice, AI services, and DaFeeder##### Training, Guidance & Best Practices* Conduct one-on-one or group training for new users* Walk customers through features, dashboards, AI tools, and VoIP systems* Create support documentation, wikis, and FAQs##### Project Support & Collaboration* Contribute to technology rollouts and customer deployments* Assist with quality assurance, testing,



and product feedback* Collaborate with team members on cross-department solutions* Manage projects using our CRM/project management platforms##### Continuous Improvement* Stay informed on emerging telecom, AI, and cloud technologies* Suggest improvements to workflows, support processes, and customer experience* Help maintain high customer satisfaction and retention#### What You Bring* Strong communication skills (verbal and written)* A passion for helping clients and solving problems* Solid understanding of computers, cloud systems, networking, and VoIP* Ability to work independently with minimal supervision* Exceptional organizational and time-management skills* A valid G-class driver's licence and access to a reliable vehicle#### Preferred ExperienceThese are assets, not strict requirements.* 1+ year IT or technical support experience* 1+ year customer service (phone or helpdesk)* Experience with VoIP, SIP, call routing systems* Experience with Microsoft 365 administration* Familiarity with CRM platforms* Experience with Gmail/Google Workspace* Understanding of DNS, RDP, IMAP/SMTP, and cloud hosting* Experience with Slack* Experience with troubleshooting web-based software#### Schedule* 40 hours per week* Monday to Friday, with occasional weekend or on-call rotation* Remote work with occasional travel as needed#### Other Details* This is a permanent, full time position open to applicants who are legally entitled to work in Canada and reside full-time in Ontario.* Successful candidates will be required to complete a criminal background check as a condition of employment.#### Why Join Melo Technology?* 100% Canadian company serving businesses nationwide* Work remotely with a supportive, friendly, and innovative team* Extended health coverage.* Be part of cutting-edge telecom and conversational AI technology* Opportunity to grow your career as we expand into new service lines* Competitive pay and a permanent, full-time position#### Job Type & Equipment**Job Type:** Full-time**Work Location:** Remote. Computer, phone, headset, webcam and other technology will be provided.
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📌 Customer Experience & Technology Support Specialist (Ontario)
🏢 Melo Technology
📍 Ontario