Technical Support Desk – Level 1 Phone Support

October 16, 2018

LinkNow Media Published: October 16, 2018
Location
Montreal, Canada
Job Type
Category

Description

Job Description

About Us

On the surface, LinkNow Media is a Web design and marketing company based out of Montreal, Quebec, Canada. With over 9500 clients all over North America, our company has earned the distinction of being the fastest growing marketing and media company in Canada. Our growth is a sign that our Web design and SEO marketing services are among the best money can buy, but none of it could be possible without a passionate staff driving us forward.

Job Description

Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, assisting clients with their domains, troubleshooting problems related to email delivery and website up-time.

We are interested in applicants who are looking to get a start in technical support as well as experienced support agents. Telephone experience and interest in web design are definite assets. We offer training for the right applicant who is a mixture of customer service skills and technical ability. We encourage inexperienced applicants to apply, however only those considered will be contacted.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Type: Full-time

Salary: $16.00 /hour

Full time - Monday to Friday from 9am-5pm

Primary Responsibilities

Provide infrastructure phone support for our clients over the phone:
Email creation, migration and set up on a variety of mail clients and devices (Outlook, Thunderbird, Mac Mail, iPhone and Android mail applications, etc.)

Email delivery issues (client level, host level, firewall troubleshooting)
SSL installation and troubleshooting.
Create, edit and troubleshoot DNS (A-Record, TXT, NS, MX, SVR) records for clients domains.
Website uptime
Help facilitate domain transfers and updates for clientele

Requirements

Perfect command of English
Quick learner and ability to work independently within a team environment
Strong phone presence and conversational skills

Ability to document troubleshooting steps taken with clients
Ability to handle stressful situations professionally and appropriately (de-escalation)
Must be detail orientated and have strong organizational skills
Ability to multitask and manage time efficiently
Punctual and committed to work schedule

Assets

Experience with website and email hosting

Experience working with domains
Comfortable with cPanel

Experience with WordPress/PHP
Customer Service experience
CRM experience
Ticketing system experience

Overview

Schedule: Full Time - Permanent
Shift: 9am-5pm
Salary: $16/hr
Insurance: Attractive insurance plan at 6 months
Work Location: 4700 Rue de la Savane, #210, Montreal, QC, H4P 1T7

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