technical support supervisor

Job description Nexicom is a leading Communication service provider in Central Ontario. We offer a professional, friendly work environment which encourages learning and growth with a positive attitude. Nexicom is looking for a Technical Support Supervisor. Position Overview: * Nexicom offers a fast paced, high energy, work environment. We offer: * Competitive wages ranging from $24.50-$32.00/hr. based on skills and experience * Positive work culture * Excellent company benefits including both Health and Dental * Matched Pension Plan * Yearly performance reviews * Access to courses and training for continual learning and development Key responsibilities include: * Provide leadership, coaching and development to the Technical Support team; * Identify trends on the technical support team and generate a variety of alternative techniques or methods to resolve issues/problems; * Analyze trouble tickets and telephone queue statistics and provide reports to their manager; * Stay up-to-date on customer service trends, competitive advantages, and telecommunication technologies and software; * Develop and update Customer Installation Instruction Manuals for our various services/devices, i.e., Fibre, VoIP, DSL, Wireless, and Residential Gateways; * Provide third-level technical support and service to internet customers through telephone, face-to-face and online assistance; * Be prepared to answer front-line phone calls when the need arises; * Address technical problems that are unresolved by other members of his/her team This position is Monday - Friday, with the possibility of working weekends to cover shifts as required. This position requires the individual to be on call on a predetermined schedule. Education: Two- or three-year college diploma in business or computer related field, or equivalent experience. Computer Knowledge: Knowledge of Internet access programs such as Microsoft Edge, Google Chrome, Firefox, and email programs such as Microsoft Outlook, as well as an in-depth knowledge of all versions of the Windows operating system and computer software programs such as PowerPoint, Word, and Excel. Additional understanding of, but not limited to: Wired and Wireless Network Interfaces, FTP, Web Hosting, IPTV, and billing systems. Experience: Five plus years of experience at an Internet service provider or in a similar field. Condition of Employment: As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Job Types: Full-time, Permanent Pay: $24.50-$32.00 per hour Benefits: * Company events * Company pension * Dental care * Disability insurance * Employee assistance program * Extended health care * Life insurance * On-site parking * Paid time off * Vision care Ability to commute/relocate: * Millbrook, ON: reliably commute or plan to relocate before starting work (required) Education: * Bachelor's Degree (preferred) Work Location: In person