Technical Support Specialist - HYBRID at Pathway Communications

Markham, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

03 Oct, 26

Salary

18.0

Posted On

05 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Telecom Support, Call-Based Client Support, Ticket Management, CRM, System Monitoring, Client Communication, Cross-Functional Collaboration, Issue Resolution

Industry

IT Services and IT Consulting

Description

Employment Type: Independent Contractor Role: Technical Support Specialist Location: HYBRID (2-days in office) - 95 Apple Creek Blvd., Markham Contract Term: 3months can be extended based on Client requirement Shift timings: 9am to 5pm Monday to Friday with flexible hours sometimes Company: Pathway Communications Hourly pay rate - CAD$18.00 About Pathway Communications Pathway has been a pioneer in IT Managed Services. Starting out as one of the first ISPs in Canada in 1995, we are now a leading Canadian technology management firm with a global reach. Our clients rely on us as their sole source for high-quality IT solutions – from hybrid cloud services to service desk, telephony and security. We were the first company in Canada to construct a Tier III certified data center and maintain a complete set of certifications including SOC 2 Type II, PCI, and ISO 27001. Pathway Communications is looking for a Technical Support Specialist to provide hands-on technical and operational support for our telecom client, ensuring seamless client experience. This role involves real-time issue resolution, call-based client support, troubleshooting, and cross-team coordination to maintain system performance and client satisfaction. Key Responsibilities 1. Technical Support & Troubleshooting Provide day-to-day support for telecom-related platform issues Investigate and resolve errors, data discrepancies, and integration problems Escalate complex issues to engineering while maintaining ownership 2. Call-Based Client Support (Critical Requirement) Handle inbound and outbound client support calls related to service provider issues Provide real-time troubleshooting while on calls with clients Guide clients step-by-step through issue resolution or workarounds Maintain a professional, client-first approach during high-pressure situations Follow up on calls with clear updates and resolutions Ability to confidently support clients live on calls. 3. Ticket & Case Management Log, track, and manage support tickets in CRM/ticketing systems Ensure accurate documentation of issues, steps taken, and final resolution Prioritize tickets based on urgency and business impact 4. Client Communication & Relationship Support Act as a trusted point of contact for service-related support Provide timely updates via calls, emails, and follow-ups Ensure high client satisfaction through proactive communication 5. System Monitoring & Issue Prevention Monitor platform performance and flag recurring issues Identify trends from support cases and recommend improvements Assist in testing fixes and validating system updates 6. Cross-Functional Collaboration Work with Client Services, Operations, and Tech/Dev teams Support onboarding of new clients or new client features Share insights from client issues to improve processes

Responsibilities

Provide hands-on technical and operational support for telecom platforms, focusing on real-time issue resolution and call-based client support. Manage support tickets and collaborate with cross-functional teams to maintain system performance and client satisfaction.