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The Most Reliable & Trusted
VOIP Service Provider
in Canada
November 26, 2018

Job Posting: Customer Support Specialist

North York, ON
Full-time, Permanent
Salary: $16.00 to $20.00 /hour

MeloTel provides VoIP (Voice Over Internet Protocol) as a cloud hosted solution to Canadian businesses. Our mission is to provide quality minded businesses with effective, creative turnkey telecom and technology solutions, which are consistently affordable, reliable and supported by a respectful, knowledgeable and efficient team. Our vision is to lead the VoIP revolution in Canada and be the go-to telecommunications provider for businesses of all sizes.

MeloTel is proud to announce the availability of a brand new career opportunity!

Do you consider yourself a computer whiz?

Do you have a great capacity for solving problems?

Are you a great communicator and love to provide stellar customer service?

If so, this career opportunity may just be the perfect fit for you! MeloTel is currently seeking an Customer Service & Technical Support Representative. Essentially, it would be your job to provide excellent customer service and correct computer software and hardware problems for clients.

Admittedly, this job position may not be for everyone. After all, not everybody knows has a great personality AND knows their ways around computers and new technology. In order to join the MeloTel team in this position, you will need to possess a vast knowledge base of operating systems and cloud based operating systems. We’re looking for a customer support, networking, hardware and software expert with the ability to clearly find both the problems and solutions to those who aren’t as tech-savvy as you are.

This new position offers you the flexibility necessary to help MeloTel clients in a convenient manner. Our new Customer Service & Technical Support Representative will be offered the opportunity to work by phone, email or by using web-based applications. As you can imagine, there are numerous tasks that an individual in this role may need to take on. They include, but are not limited to the following:

Dealing with customers. We pride ourselves on providing some of the industries most valued customer service. Our customer relationships are the lifeblood of our company. We are looking for someone who possesses exceptional communication skills.

Providing technical support. This involves problem-solving, troubleshooting, diagnosing and resolving a wide variety of computer problems. It would also require you to effectively communicate information – both in writing and verbally – to non-technical audiences. It’s important to remember that many computer users aren’t experts in your field and will need clear and concise understandings of what their technical issues are.

Conducting training sessions. In some cases, you may be required to offer some training to your non-technical audiences. This will assist our clients in getting better understandings of the issues that they are encountering. These training sessions may either be one-on-one lessons or group training sessions. Considering that you may be working in a variety of locations, it will be important that you have a valid driver’s license and own your own vehicle.

Provisioning new services and devices. When a new customer signs up with MeloTel, we have to set them up. You will be trained on the procedures for programming their equipment, creating account profiles, establishing their services on our network and even shipping their new devices. You will be responsible for all levels of the customer boarding process.

Being an organized team player. With your new Customer IT Support and Computer Technician position, it will be important that you are able to be organized in such a way that you prioritize your workload and effectively display time management skills. As well, being part of the MeloTel team will require you to work comfortably with others while also possessing the skills to work independently with very little supervision.

Working a full work week. As MeloTel’s new Customer IT Support and Computer Technician, you will generally be working a 40 hour work week. In some cases, your job may involve being on call, doing shift work and utilizing some time on the weekends to complete your tasks. You will be based at MeloTel’s office in Markham, but may also be visiting other departments within our company. We are looking to start you at this new full-time and permanent position immediately!

  • Handle customer calls
  • Respond to incoming emails and support tickets in a professional/timely manner
  • Provide professional customer service that reflects positively on the company
  • Handle all customer support issues
  • Troubleshoot with customers and escalate cases as needed
  • Assist quality assurance as required
  • Maintain issue tracking, wikis and support documentation
  • Complete other tasks as required
  • Provide IT support related to issues with end user systems, voip infrastructure, identify and analyze customer challenges
  • Resolve operational/technical issues
  • Provide technical support for our entire line of products and services
  • Create client profiles, program equipment, package and shipping
  • Effectively communicate with clients when troubleshooting technology related issues
  • Deliver assigned projects based on project management best practices
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
  • Support services for Microsoft related technologies such as Windows, Server, IMAP, SMTP, SIP, RDP etc
  • Use company CRM system for managing projects, tickets, schedules and customer profiles
  • Proactively communicate with customers, keeping them informed of incident progress, and project status
  • Consistently improve customer service, perception and satisfaction

Incentives:

  • Long Term Career Opportunity
  • Full Premium Benefits after probationary period

Click HERE to apply!

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Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"

Heidi Kaufmann (Manager )TK Enterprises

“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"

Charles Murray (CEO)Benjamin Verde

“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"

Fouad Shuhaiber (CEO)National Projects

“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"

Wayne Goldstein (CEO)Global Mentoring Solutions

“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"

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