Technical Support Specialist
Location: Concord, Ontario, Canada
Contract Length: 8+ months
Schedule: 40 hours per week / 8 hours per day
Position Overview
We are seeking a detail-oriented Technical Support Specialist to support technical, customer service, telecom operations, account administration, billing, and data-management activities.
The successful candidate will work closely with internal stakeholders to manage customer requests, phone queues, CRM activities, user accounts, cellular service plans, invoices, product data, and assigned operational tasks. Strong organizational skills, attention to detail, data accuracy, and the ability to manage multiple priorities are essential.
Key Responsibilities
Technical & Customer Support
- Manage incoming customer requests and ensure responses are provided within established service-level requirements.
- Manage customer requests through Salesforce CRM.
- Monitor and manage incoming phone queues.
- Answer calls within established response-time requirements.
- Collaborate with stakeholders to resolve requests and complete assigned activities.
- Escalate issues and tasks when deadlines are at risk.
User & IoT Account Administration
- Create and configure IoT dashboard user accounts for internal and external users.
- Maintain internal user databases and supporting documentation.
- Ensure user and account information remains accurate and up to date.
Telecom & Cellular Operations
- Review cellular service plans and provide reporting to support cost and coverage optimization.
- Assist with identifying the appropriate balance between service coverage and cost.
- Manage cellular invoices and support timely payment processing.
- Assist with supplier-related activities and the addition of new service providers.
- Work with designated software applications and service-provider portals.
Data & Product Management
- Accurately enter data and product information into product management databases.
- Maintain data for existing and new SKUs.
- Validate data for accuracy before publishing.
- Conduct routine data audits and improve item-level data quality.
- Identify and remove outdated SKUs.
- Organize and maintain spreadsheets as required.
- Assign related and associated products to equipment SKUs.
- Create and organize product data for bundled-product templates and import files.
- Review and update supersession lists on a regular basis.
Reporting & Task Management
- Complete daily and monthly assigned tasks within established deadlines.
- Provide weekly status updates on assigned activities.
- Track deliverables and proactively communicate potential delays.
- Maintain accurate records and reporting related to assigned responsibilities.
- Collaborate frequently with stakeholders to ensure successful delivery of assigned work.
Required Qualifications
- Experience in technical support, customer support, operations support, or a similar role.
- Strong data-entry and data-validation skills.
- Experience working with CRM systems; Salesforce experience is preferred.
- Strong proficiency with spreadsheets and data-management activities.
- Excellent attention to detail and data accuracy.
- Strong organizational and multitasking skills.
- Ability to manage multiple deadlines and priorities.
- Strong written and verbal communication skills.
- Ability to work collaboratively with internal stakeholders.
- Experience working with software applications, databases, and web-based portals.
Preferred Qualifications
- Experience in telecom, cellular, wireless, or mobile services.
- IoT experience.
- Cellular billing or invoice-management experience.
- Vendor or supplier management experience.
- Accounts payable process experience.
- SKU or product data management experience.
- Product catalog or product database experience.
- Experience conducting data audits and data cleanup.
- Salesforce experience.
Key Success Measures
- Customer requests are handled within established SLAs.
- Phone queue response targets are consistently achieved.
- Cellular service costs and coverage are effectively reviewed and optimized.
- Cellular invoices are accurately managed and processed on time.
- User and product data remains accurate and current.
- Assigned daily and monthly tasks are completed by their required deadlines.
- Stakeholders receive timely and accurate status updates.
- Data quality and product information are maintained to a high standard.
