Technical Support Specialist HYBRID
Job Location:
Monthly Salary:
Posted on:
14 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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 toprovide 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
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 toprovide 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
- 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.
- 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
- 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
- Monitor platform performance and flag recurring issues
- Identify trends from support cases and recommend improvements
- Assist in testing fixes and validating system updates
- 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
Required Experience:
Junior IC
About Company
Pathway Communications: Your trusted choice for Outsourced IT support services in Toronto. Elevate your business with our expertise and boost your business efficiency.
