Tier 0 ISP Customer Support Representative

Website Skyway West Business Internet Solutions

Skyway West is a full service Internet Service Provider

About Us
Skyway West is a Vancouver based full service Internet Service Provider serving business clients. Our primary focus is adding value to Internet Access services and VoIP solutions. Our competitive advantages include internet access bonding and failover solutions, experienced technical support, assigning customers real static IP addresses and alerting customers to botnets, vulnerable and compromised machines. Our VoIP solutions include SIP channels, Microsoft Direct Routing, Hosted PBX and Unified Communications.

Skyway West staff enjoy the convenience and flexibility of working full-time from home. Our team has on average over 20 years of Internet experience. We have the tools and experience to help you succeed. Come join us.

About You
– Multitask and prioritize effectively.
– Enjoy hands-on, technical problem solving.
– Take initiative and work with little supervision.
– Flexible within your work schedule and thrive in a fast-paced, dynamic environment.
– Work well with a team committed to meeting the support needs of customers in a timely and professional manner.

Job Description
– Monitor clients’ network connectivity, answer support calls, reply to email and open/update/complete trouble tickets.
– Tier 0 support for ADSL/Cable/Fibre/Fixed Wireless/Cellular services and as well as Email, Web Hosting and DNS zone files.
– Tier 0 support for SIP channels, Microsoft Direct Routing, Hosted PBX and Unified Communications.
– Assign trouble tickets to higher tiers of support.
– Alert customers of security vulnerabilities identified by Skyway or third parties and co-ordinate resolving such vulnerabilities with the customer or third party security consultants.
– Update Skyway West’s knowledge base.
– Provide on-call support during non-business hours as scheduled.

Skills and Requirements
– Customer service or Technical support experience
– Technical computer knowledge & troubleshooting skills
– Understand local and wide area Internet Protocol networking concepts and how to use wide area network diagnostic tools like ping and traceroute. Can interpret signal to noise ratio (SNR), latency and packet loss.
– Has a working knowledge of telnet and experience configuring customer premise routers and VoIP phones.
– Capable of learning how to remotely program a variety of adsl, cable and Mikrotik routers.
– Good verbal and written communication. Second language beneficial.

Tagged as: customer service, internet service provider, ISP, support, tier 0

To apply for this job email your details to jobs@skywaywest.com


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