About Primus − Technical Support Career Opportunities
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common . devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
Business Support Technician The Business Support Technician is responsible for providing our corporate PBS customers and end-users with Technical Support for Primus' services in a Call Centre environment. |
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Responsibilities: |
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Provide a professional, prompt and a high level of technical support to Primus' Corporate customers while maintaining a high level of customer satisfaction |
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Conduct follow up calls to customers on outstanding issues, ensuring satisfaction and problem resolution |
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Encourage usage of Primus' Services and up sell whenever possible |
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Update customer accounts in the system with the reported problem, resolution and associated timelines |
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Escalate customer inquiries as required to the appropriate teams to ensure problem resolution in a timely manner |
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Respond to customer inquiries via email or other written forms, as directed |
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Refer appropriate calls to other departments (such as Level II, MSA, Network Admin, etc.) when necessary |
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Other duties, as assigned |
 What We're Looking for In You: |
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2-4 years of Technical Support, Help Desk, Customer Service experience and/or equivalent |
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Secondary School Diploma required; Post-secondary education in internet technology, networking or a related field preferred |
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Knowledge of networks and IP allocation |
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Advanced knowledge of PC including PC hardware / software skills – hardware, installations, troubleshooting, conflicts etc. |
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Technical knowledge (including maintenance and troubleshooting) of Windows 95/98/XP/vista/7, Windows NT and their respective Internet dialers and TCP/IP stacks |
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Working knowledge of MAC OS, Unix and DOS |
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Advanced knowledge of DNS, Mail Servers, Dial-up Servers, Name and Authentication Servers. |
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Knowledge of cloud products is an asset |
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Working knowledge of MS Word, Excel, Access, and mail clients |
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Demonstrated customer service skills |
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Talk broadband (voip) experience is an asset |
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Primus Canada product knowledge is an asset |
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Bilingual skills (French/English) is an asset |
This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.
