Who are we?

GoCo is a next-generation managed service provider that offers robust and flexible business communication technology like Unified Communications, Managed Networks, and Network Security to its customers.

We are a group of experienced technology entrepreneurs from different backgrounds uniting their strengths and expertise to help businesses connect with their customers and the world. We are united in our belief that there is a better way to deliver simple, scalable solutions with speed. We have the scale and resources to bring our vision to life, but also the agility to flex to the needs of our customers along the way.

We are on a journey to assemble multiple industry-leading players into the most agile and efficient provider in the Canadian market. Please consult our landing page to find out who we are.

https://www.goco.ca/

Who are we looking for to join our team?

We are currently looking for a Technical Support Representative Level 2 to join the customer service team and ensure user satisfaction with our IP telephony solutions remotely!

You will contribute to the team by performing the following tasks:

The following is a non-exhaustive list of your primary tasks and responsibilities, and may be subject to change:

• Provide support to our Enterprise customers
• Handle Escalations from our Level 1 Support team, while training the agents
• Work with our NOC on Support Escalations
• Assist with testing of services during maintenances/upgrades

• Utilize tools such as Wireshark to troubleshoot
• 24x7 On-Call Support Availability (Scheduled in-advance)

Key expectations

• Listen to customers, show empathy and understanding for their various needs, and adapt your communication style to customers
• Analyze the customer’s needs, synthesize them and offer written and verbal recommendations

• Communicate with customers in a timely manner to provide them with the necessary information and services, and to identify potential issues
• Gather information and consult with relevant colleagues as needed to ensure follow-up on customer requests
• Resolve customer service matters in a timely manner, including urgent issues
• Prioritize your tasks in order to respond to customer needs in the agreed timeframes, which can sometimes be tight

Job requirements

• Minimum of 2 year's experience in a similar role
• Previous experience in the Telecommunication industry
• Knowledge of VoIP and experience with configuring and managing Microsoft Teams Direct Routing.
• Post-Secondary education
• Significant experience in customer service

• Excellent oral and written abilities in English

Assets

• SIP Trunking
• Bilingualism
• Good understanding of PowerShell

• Knowledge of Broadsoft

• Please note that the selected candidate is required to successfully complete a background check.

We thank all applicants for their interest. However, only applicants short-listed for an interview will be contacted.

Eligible Candidates must reside in Canada and must have the status to legally work in Canada.

NOTE: The health and safety of our team, customers and communities is paramount to GoCo. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19

Accessibility

GoCo is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

INDHP

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